Manager, Customer Support

Manager, Customer Support

Location: Houston, Texas metro area candidates only (onsite 2-days a week hybrid work environment)

Immediate Supervisor: Chief Customer Officer

Travel: Up to 20% travel as necessary for customer escalations, team events, and industry conferences

Salary Range: $90,000 - $110,000 base salary range

About PCS

With almost 30 years of proven reliability, PCS Software, Inc., is the all-in-one Transportation Management System trusted by more than 1,000 carriers and brokers is a leading provider of transportation management solutions. PCS is dedicated to empowering carriers, brokers, and shippers to streamline operations, improve efficiency, and maximize profitability. With a suite of advanced software tools, PCS supports the entire freight lifecycle from planning and execution to compliance and analytics. With Cortex AI embedded, PCS TMS turns data into decisions helping customers work smarter, faster, and more profitably every day.

As the Manager, Customer Support at PCS Software, you will lead and develop a world-class customer support organization that is passionately focused on delivering exceptional customer value. You will be responsible for building and scaling a proactive, technology-enabled support team that resolves customer issues with urgency, empathy, and expertise driving first-touch resolution, seamless cross-functional collaboration, and a consistently outstanding customer experience across every interaction.

This is a people-first leadership role. You will own the day-to-day performance of the Customer Support organization managing a team of 5 or more direct reports across all support tiers, driving continuous improvement in operations and processes, and serving as a critical bridge between customers, the Customer Success team, and PCS Product and Engineering. Your team is not simply a reactive help desk it is a strategic function within the broader Customer Experience (CXT) organization, actively contributing to customer retention, revenue protection, and growth.

Responsibilities

Team Leadership & Development

• Lead, coach, and develop a high-performing Customer Support team of 5 or more team members across Specialist, Senior Specialist, and Team Lead levels.
• Set clear performance expectations, conduct regular one-on-ones, deliver call coaching and calibration sessions, and perform annual performance reviews.
• Foster a culture of accountability, continuous learning, customer obsession, and professional excellence aligned with PCS CXT values.
• Own new hire onboarding and ongoing training and development for all Customer Support team members in partnership with the Manager, Customer Training.
• Act as a delegate and decision-making authority for the Customer Success organization when needed, supporting cross-functional leadership continuity.

Customer Support Operations

• Oversee all customer support operations across phone, email, chat, and ticketing channels ensuring timely, high-quality resolution of customer issues at every tier.
• Champion first-touch resolution across the team, ensuring Tier 1 issues are resolved without unnecessary escalation and that escalation paths are seamless and client-transparent when escalation is required.
• Manage and continuously improve support workflows, escalation protocols, and service level processes to deliver a consistent, world-class customer experience.
• Handle escalated customer cases personally when required, including executive-level customer issues requiring senior leadership engagement.
• Maintain deep familiarity with the PCS TMS platform and Cortex AI capabilities to support the team and engage directly with customers on complex issues.

Performance Management & Reporting

• Monitor and analyze key support performance metrics including CSAT, first response time, resolution time, first contact resolution (FCR), call coaching scores, and calibration scores.
• Deliver regular performance reports and portfolio health updates to the Chief Customer Officer and CXT leadership.
• Identify performance trends, address gaps proactively, and implement targeted improvement initiatives to meet and exceed organizational KPIs.
• Manage team capacity, ticket volume, and staffing alignment to maintain service level commitments across a 24/7/365 support environment.

AI, Technology & Knowledge Management

• Champion the adoption of AI tools including Rovo, Claude, Microsoft Copilot, and other emerging platforms to enhance support delivery, increase team efficiency, and improve customer outcomes.
• Partner with the Manager, Customer Training to ensure the knowledge base, self-service resources, and AI-assisted support workflows are current, accurate, and effective.
• Collaborate with Product and Engineering teams to surface recurring customer issues, advocate for platform improvements, and close the feedback loop between support data and product development.
• Drive continuous improvement in support tooling, including Salesforce, Zoom Contact Center, Confluence, and JIRA, ensuring the team has what it needs to perform at the highest level.

Cross-Functional Collaboration & Revenue Impact

• Partner closely with Customer Success Managers across the Enterprise, Mid-Market, and SMB tiers to ensure a unified, seamless customer experience across the CXT organization.
• Actively identify retention risks and revenue growth opportunities surfaced through support interactions, and communicate these to the appropriate CS or Account Management team members.
• Collaborate with the Manager, Customer Training on internal team enablement, product update communications, and ongoing skill development fo.