Senior Manager of Software Support

Job title: Senior Manager of Software Support

About the Role

The Senior Manager of Software Support leads a high-performing support organization delivering exceptional client experience across the Transportation product suite. This leader drives customer-centric operations, proactive issue prevention, and continuous improvement to ensure clients receive timely, accurate, and empathetic support that strengthens adoption and long-term satisfaction. The role oversees multiple managers and teams, ensuring consistent execution, operational rigor, and alignment with divisional goals, and partners closely with Product, Development, Professional Services, Sales, and Telematics to anticipate client needs and improve product quality through actionable insights.

What You'll Do

• Own the end-to-end client support experience, ensuring access to support is easy, interactions are timely and empathetic, and aligned with Transportation's client-first standards.

• Monitor client sentiment (CSAT, NPS, VOC) and escalation trends to identify friction points and drive improvements.

• Lead structured post-incident reviews and translate learnings into product, process, or training improvements.

• Design a client maturity model to progress customers in their use of Transportation software and improve adoption metrics.

• Build and execute a proactive strategy that supports the customer journey, aiming for long-term retention, referenceable clients, and positive sentiment; reduce case volume through analytics, trend analysis, and root-cause identification.

• Partner with Implementation and Development to surface systemic issues, influence roadmap prioritization, and validate fixes.

• Implement QA programs and metrics to ensure consistent case handling, communication standards, and resolution accuracy.

• Drive continuous improvement to enhance efficiency, reduce escalations, and improve client outcomes.

• Foster a culture of proactive communication and collaboration so clients feel informed, supported, and confident in the product.

• What We're Looking For

• Bachelor’s degree in a related field.

• 5+ years of leadership experience in software support or a related technical service environment.

• Student Transportation industry experience preferred.

• Demonstrated ability to lead managers and large teams in a fast-paced, highly technical environment.

• Strong customer-centric mindset with a track record of improving client experience and reducing escalations.

• Excellent communication, conflict resolution, and relationship-building skills.

• Strong analytical and problem-solving abilities, including experience with trend analysis and root-cause identification.

• Ability to manage multiple workstreams, prioritize effectively, and drive results through others.

• Experience collaborating with cross-functional teams to influence product quality and roadmap decisions and improve client experience.

• Proficiency with support tools, case management systems, and Microsoft Office.

• Compensation & Benefits

• Salary will generally fall between $93,391 - $122,883 USD before adjustment for geographic differences. Recruiter can confirm if the position is incentive eligible.

• We offer competitive benefits to support health and financial wellness.