Manager Technical Customer Support (Curator of Customer Experience)

Hybrid Glendale Arizona

Do you get a little too excited when the call queue is empty Do you know your CSAT TTFR TTR and handle time without having to look them up Do you see a recurring support ticket and immediately start wondering whether we can eliminate the root cause instead of answering it for the 100th time

Good. Keep reading.

RTA is looking for a Manager Technical Customer Support to lead our Tier 1 and Tier 2 Customer Support teams and help us continue raising the bar on what exceptional technical support looks like.

This is a player/coach leadership role for someone who loves developing people understands technical software support lives in the data and knows that the best support organizations dont just close ticketsthey make customers more successful and help make the product better.

Youll also have something that doesnt exist everywhere: close partnership with Engineering QA and Product. When a customer has a problem we solve it together. We dont play ticket tag.

And yes AI matters here.

You dont need to walk in with every AI answer already figured out. You do need to be curious forward-thinking and able to develop a practical strategy for where AI can make Technical Support smarterwhether thats ticket triage knowledge management response quality QA coaching analytics or eliminating repetitive work so your team can focus on the customer interactions where humans matter most.

If youre a technical support leader who loves great service great teams great data and making things better than you found them you might be our kind of Curator of Customer Experience.

YOUR TOP 3 OBJECTIVES

If you join RTA these are the three things well look back on and say Yep thats why we hired you.

Build & Lead a High-Performing Technical Support Team

Lead coach and develop RTAs Tier 1 and Tier 2 Customer Support teams while creating clear expectations accountability strong operating rhythms and continuous professional and technical growth. Youll stay close to the work understand whats happening in the queue coach from real data and customer interactions remove roadblocks and help your people get better.

Improve Customer Experience Through Data Operational Excellence & Product Partnership

Own and continuously improve CSAT TTFR TTR handle time support volume and other key service measures. Use the data to improve performance staffing workflows and processes. Identify recurring customer issues and partner with Product Engineering QA Customer Success and Implementation to eliminate root causes. The best ticket is sometimes the one the customer never has to submit.

Transform Technical Support Through AI & Smarter Ways of Working

Develop and execute a practical AI strategy for Technical Customer Support. Identify where AI can improve ticket triage knowledge surfacing response drafting quality assurance coaching analytics reporting documentation and workflow efficiency. You dont need to have implemented every AI use case before; you do need to understand the opportunity learn quickly experiment thoughtfully bring your team along and measure whether the technology is actually making support better.

WHAT YOULL ACTUALLY OWN

Team Leadership & Coaching

Lead mentor and develop Tier 1 and Tier 2. Set clear expectations run effective 1:1s coach performance create accountability and build an environment where strong people continue to grow.

Customer Experience & Service Quality

Maintain an exceptionally high bar for customer service and ensure service quality remains central to how the team operates.

Metrics & Performance Management

Own CSAT TTFR TTR handle time support volume and other meaningful service metrics. Use data to identify trends coach performance prioritize improvements and make informed decisions.

Technical Support Operations

Stay close enough to the technical work to coach Tier 1 and Tier 2 effectively. SQL shouldnt scare you and you should understand enough about APIs integrations software behavior and technical troubleshooting to ask good questions and guide the team.

Product & Engineering Partnership

Turn support patterns into product improvements. Identify recurring customer problems quantify their impact and work with Product Engineering and QA to address root causes and reduce avoidable support demand.

Process & Knowledge Management

Build and continuously improve support processes playbooks workflows escalation paths and knowledge resources that allow the team to scale.

AI Strategy & Adoption

Develop the roadmap for how AI can improve Technical Support and prioritize use cases that create meaningful value.

AI Team Enablement

Build AI literacy across the team and help people use AI-assisted tools responsibly and effectively while maintaining human judgment.

Cross-Functional Collaboration

Partner closely with Engineering QA Product Customer Success Implementation and other teams to create seamless handoffs and unified customer outcomes.

Hiring & Team Development

Help attract select onboard develop and retain technically capable customer-obsessed people who raise the bar.

Leadership Team Partnership

Bring data ideas candor and healthy challenge to the broader leadership teamand be equally willing to receive them.

WHAT WERE LOOKING FOR

Our ideal candidate is a data-driven B2B software support leader who combines technical credibility with exceptional people leadership and a genuine obsession with the customer experience.

• Demonstrated experience leading and managing a customer support team for a B2B technical software or SaaS product.
• Experience directly leading a support team of at least five people.
• Experience leading and coaching technical Tier 1 and/or Tier 2 support teams.
• Strong people-management skills including setting expectations coaching performance creating accountability developing employees and building an engaged team.
• Strong understanding of CSAT TTFR TTR handle time support volume and other support metrics.
• Experience using data to make decisions around performance staffing workflows processes and customer experience.
• Experience with ticketing and customer support platforms; Jira and/or Intercom is a plus.
• Technical fluency with SQL APIs integrations and modern software applications sufficient to coach through complex support issues.
• Experience partnering with Product Engineering and/or QA to investigate customer issues and improve the product.
• Strong analytical verbal and written communication skills.
• The ability to rally a team coach through difficult situations and communicate effectively with frustrated customers when necessary.
• A practical forward-thinking perspective on how AI can improve Technical Support even if you havent personally implemented every use case yet.
• Strong ownership and initiative.

YOULL REALLY STAND OUT IF...

• Youve led both Tier 1 and Tier 2 technical support teams in a B2B SaaS environment.
• Youve maintained exceptionally strong CSAT while improving response and resolution metrics.
• Youve used support data and recurring-ticket analysis to influence a product roadmap or eliminate a meaningful source of support demand.
• Youve implemented an AI solution in a customer support environment and can explain the problem implementation adoption and measurable result.
• Youve worked with AI-enabled ticket routing intelligent knowledge management AI-assisted quality assurance agent coaching or AI-enhanced support analytics.
• Youve helped build or significantly improve a support knowledge-management program.
• You have deeper working knowledge of SQL APIs integrations or other technical troubleshooting tools.
• You have experience with Jira and/or Intercom.
• You have experience with PowerShell.

HOW YOULL KNOW YOURE WINNING

• Customer Experience: Maintain a 4.9 or greater CSAT rating across the team while consistently delivering an exceptional Technical Support experience.
• Operational Performance: TTFR TTR handle time support volume and other key service measures are visible understood and continuously improving.
• Product Impact: Recurring customer issues are identified and quantified and measurable support demand is eliminated by fixing root causes with Product and Engineering.
• AI Transformation: RTA has a clear Technical Support AI strategy the team adopts the right tools and workflows and AI produces measurable improvements.
• Team Performance: Tier 1 and Tier 2 have clear expectations accountability coaching development engagement and technical capability.
• Cross-Functional Partnership: Support Product Engineering QA Customer Success and Implementation work together effectively around customer issues.

WHO THRIVES AT RTA

• Is passionate about serving others.
• Passionately cares about our clients and the jobs they do.
• Thinks of themselves less while not thinking less of themselves. Youre confident compassionate and humble.
• Is comfortable with accountability and healthy conflict.
• Believes no job is beneath them.
• Takes ownership and initiative.
• Loves to read learn grow and stretch themselves.
• Is constantly looking for more: more to learn more to improve and more opportunity to grow.
• Is curious about AI and emerging technology and looks for practical ways to create better outcomes.

THE BOTTOM LINE

Were looking for a leader who brings together exceptional customer service technical credibility people leadership operational discipline data-driven decision-making and an AI-forward mindset.

You dont have to be the person writing SQL or debugging the application. You do need to understand the technical environment well enough to coach the people who are recognize when something doesnt make sense ask good questions and help move problems toward resolution.

This role isnt just about getting tickets closed. Its about building a team that gets better helping customers succeed and making RTAs product and support experience better along the way.

COMPENSATION & WORK LOCATION

The anticipated salary range for this role is $100000$120000 annually depending on experience and qualifications.

This is a full-time hybrid position based in Glendale Arizona. Employees in this role will work both remotely and from RTAs Glendale headquarters based on the teams established hybrid work schedule and business needs.

This position is classified as exempt and is not eligible for overtime pay.

Travel is expected to be minimal generally up to 10% based on business needs.

WHY TOP TALENT CHOOSES RTA

We invest in our people period.

• 401(k) with 6% Safe Harbor match (100% vested day one)
• Flexible PTO model built on trust and manager-approved time off
• Cigna PPO and HSA medical plan options with company contributions ($780$1950 annually)
• Garner Health HRA program: up to $1000 individual / $2000 family reimbursement opportunity
• Wellness rewards up to $350 annually
• Virtual care and mental health support resources
• Company-sponsored benefits including dental vision EAP life STD LTD legal plan and identity theft protection options
• Additional employee perks wellness initiatives and discount programs

THE PART WERE MOST PROUD OF

• #34 on the Fortune Best Small Workplaces 2026 list
• 99% of employees say RTA is a Great Place to Work Certified three years running
• 30% ARR growth two years straight
• Were an AI-forward company building for the future
• Meaningful work supporting the fleets and people who keep communities running
• Big growth. Real benefits. Strong culture. A team that delivers.

ABOUT US

Founded in 1979 RTA has long earned the reputation of knowing our stuff and providing the best customer service in the market. Our purpose is simple: help fleets succeed.

Our clients carry kids in school buses first responders in emergency vehicles patients in ambulances food and medical supplies in trucks and people just taking the bus or train to work. We do meaningful work and we want our clients to have the best toolsand the best supportavailable to them.

For this role that means leading the people who are often on the front line when a customer needs us most.

HEADING TO RTA HQ

Coming from the east side Youll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. Were located close to Arrowhead Mall with quick access to the 101 from multiple directions.

And because this is RTA theres a decent chance youll find freshly baked desserts or an awesome lunch somewhere along the way.

PHYSICAL & TRAVEL REQUIREMENTS

• Ability to sit or stand for extended periods.
• Ability to work at a computer for prolonged periods.
• Ability to communicate effectively in person and through video phone messaging and other collaboration tools.
• Ability to work onsite at RTAs Glendale Arizona headquarters as required by the teams hybrid work schedule.
• Ability to travel up to 10% based on business needs.

REASONABLE ACCOMMODATION

RTA is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need a reasonable accommodation to complete the application process or perform the essential functions of this role please notify us at

EMPLOYMENT NOTICES

Employment with RTA is at-will. This means either the employee or the company may terminate the employment relationship at any time with or without cause or notice subject to applicable law.

Employment with RTA may be contingent upon successful completion of a background check and other pre-employment screenings consistent with applicable law.

We cannot accept student visas or provide sponsorship at this time.

EQUAL EMPLOYMENT OPPORTUNITY

RTA is an equal opportunity employer and does not discriminate on the basis of race color religion sex sexual orientation gender identity national origin age disability veteran status or any other protected status under applicable law.

NOTICE REGARDING THE USE OF ARTIFICIAL INTELLIGENCE IN APPLICATION REVIEW

As part of our commitment to creating a fair efficient and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize summarize and analyze information provided by candidates including resumes application responses and other materials submitted during the application process.

AI may be used to identify patterns highlight relevant skills and experience and assist in comparing a candidates qualifications with the requirements of a specific role. These tools are used to improve efficiency and consistency while supporting more informed hiring decisions which will ultimately be made by the hiring team.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair efficient and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize summarize and analyze information provided by candidates including resumes application responses and other materials submitted during the application may be used to identify patterns highlight relevant skills and experience and assist in comparing a candidates qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions which will ultimately be made by the hiring team.