Manager, Product Support
TekmetricSalt Lake City, Utah, United States
Posted April 10, 2026
Full Time
About the Company
Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better.
Job Description
Tekmetric is seeking a Manager, Product Support to lead our Product Support department and drive successful outcomes and long-term customer satisfaction. As an empathetic and dynamic leader, you will combine business acumen, executive presence, and leadership skills with a pursuit of quality and delivery excellence.
Requirements
- Maintaining best in class SLA's for customer support communication channels, including phone, chat, and email
- Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance
- Driving operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score), and with fewer resources
- Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships
- Gathering results, analysis, quality control metrics, client feedback, questions, audit results, and other forms of output in order to monitor, manage, and implement additional training and support services as required to ensure the highest quality of services to the customer
- Working collaboratively with internal stakeholders such as product, sales, and other departments, along with external partners, to build customer success programs for new product offerings
- Partnering cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget
- Leading collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved
Benefits
- Generous Paid Time Off
- 401(k) Matching
- Comprehensive health benefits
- Support for every stage of life
- Prioritizing your mental health
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)
- Life and Accidental Death & Dismemberment (AD&D) Insurance
- Wellness on your terms
- After one year of employment, enjoy a $300 home office setup bonus
- Keep growing with support for continuing education
