Manager, Customer Support

At First Due, we are on a mission to safeguard those who protect our communities by providing fire and EMS agencies with cutting-edge, life-saving software solutions. We are looking for an ambitious and empathetic Manager of Customer Support to lead our efforts in ensuring our first responders have the seamless, reliable technology they need to operate safely and effectively. If you are a problem-solver with a passion for high-impact technology and a drive to build exceptional client experiences, this is your opportunity to step into a leadership role that directly contributes to public safety on a national scale.

In this remote-first position, you will work closely with our VP of Customer Support to cultivate a culture of excellence, mentor a dynamic support team, and optimize the workflows that keep our platform running at its best. We are seeking a motivated individual who thrives on building relationships, navigating complex challenges with a cool head, and championing the voice of the customer within our organization. Whether you are a recent graduate ready to launch your career or an emerging professional eager to make a tangible difference, you will find a collaborative, fast-paced environment at First Due where your leadership, technical curiosity, and dedication to service will be empowered and celebrated.

Requirements

• Excellent verbal and written communication skills.
• Empathy and patience when dealing with complex customer inquiries.
• Ability to handle high-pressure situations with a professional attitude.
• Strong problem-solving skills and ability to think on your feet.
• Proficiency in CRM software and helpdesk tools (Zendesk, Salesforce).
• Previous experience in a customer-facing role is highly desirable.