Manager, Customer Technical Support

Company Overview 

Since the dawn of time people have used their fingers to count inventory — a method that’s slow,  error-prone, and mind-numbingly boring. At NomadGo we are on a mission to transform supply  chains by providing unparalleled inventory visibility to brands in retail, foodservice, logistics, and  grocery. By harnessing the power of AI, computer vision, and augmented reality, NomadGo  enables automated inventory counts and powers supply chain decision making. Our Spatial AI  technology instantly counts any inventory items with the scan of a smartphone or tablet. Trusted  by some of the largest companies in the world, our solution saves time, reduces costs, improves  revenues, and delights employees with a video game-like experience. Check it out at the Nomad  Go Inventory Race. Founded in 2016, NomadGo is a venture-backed (Cercano Capital, Flying Fish  Partners, Fitz Gate Ventures) company based in Redmond, WA.  

We are seeking a Manager, Customer Technical Support to lead and oversee our customer  support team. In this role, you will manage a group of customer technical support specialists,  ensuring they deliver high-quality support services while fostering a culture of continuous  improvement and customer satisfaction. You will work closely with the Director of Customer  Support to implement policies, scale support operations, and optimize team performance. The  ideal candidate is a hands-on leader who thrives in a fast-paced SaaS environment, balancing  customer issue resolution, process enhancement, and team development. You will be  instrumental in shaping the customer support experience, driving team engagement, and  ensuring customer success. 

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Responsibilities 

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Team Leadership 

o Hire, train, and mentor customer support representatives. 

o Providing team coaching, guidance, and performance management. 

o Monitor team performance related to KPIs and conduct regular performance  reviews. 

o Foster a collaborative and positive team culture focused on customer satisfaction.

o Execute training programs to ensure the team stays up to date on product  knowledge and support best practices. 

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Customer Support Operations 

o Serve as an escalation point for complex or high-priority customer issues.

o Oversee daily ticket management, ensuring prioritization and prompt responses.

o Help maintain and enhance the Knowledge Base and internal documentation.

o Track and report support metrics to identify trends and improvement areas.

o Assist in developing and enforcing SLAs for response and resolution times.

o Ensure customer helpdesk teams are trained and stay up to date on product  troubleshooting guidelines. 

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Cross-Functional Collaboration 

o Work closely with the Director of Customer Support to implement scalable cross functional support processes. 

o Collaborate with Product/Engineering to communicate & resolve technical issues.

o Provide insights into customer pain points to inform product improvements.

o Conduct occasional on-site visits to customer locations for hands-on support. 

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Requirements 

• Educational Background: Bachelor's degree or equivalent experience

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‍Experience:  

o 5+ years of experience in a customer support role, w/ at least 2+ years managing a  team. 

o Experience working with SaaS products and customer support software.

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‍Skills: 

o Strong leadership and team management skills, with experience in coaching and  performance development. 

o Excellent problem-solving skills and the ability to handle escalations. 

o Strong communication and interpersonal skills, with a customer-first mindset.

o Ability to prioritize and multitask in a fast-paced, evolving environment.

o Passion for optimizing support processes and improving customer experience. 

• Location: Must be able to work on-site at our office in Redmond, WA. We believe creative  work and great ideas come from face-to-face interactions. Minimal, if any, business travel is  expected. 

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Salary Range and Benefits 

• Salary Range $75,000 - $103,000, depending on background and experience

• Equity 

• Paid Time Off 

• 11 paid holidays 

• 401(k) plan participation 

• Employee Assistance program 

• Basic Life and Accidental Death and Dismemberment 

• Fully covered medical, dental and vision benefits for employees 

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Why Join NomadGo: 

At NomadGo our goal is to provide the world’s most innovative and valuable inventory product  for our customers, while also creating a welcoming and safe environment where people can do  their best work. We offer a dynamic and innovative work environment where your contributions  will have a direct and visible impact. This is your opportunity to join a fast-growing company and  contribute to shaping the future of Spatial AI-powered solutions.

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Company Values 

• Innovation and Curiosity Is Our Core 

• We Are All Customer Success 

• We Want To Make People’s Lives Better 

• We Strive for Profitability 

• Be Transparent With Kindness 

• Do What You Say You’re Going To Do 

• We Embrace Diversity to Inspire Fresh Ideas and Perspectives 

• Think Big! 

We are excited to meet individuals who are passionate and eager to contribute to the success of  our mission. If you are driven, creative, and thrive in a start-up environment, we'd love to hear  from you! Candidates with relevant experience are encouraged to send their resumes to  jobs@nomad-go.com. Thank you for your interest!  

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Pay Transparency  

The annual base salary for this position based in the United States is detailed above. The salary  range is an estimate, and the actual salary may vary based on Nomad Go’s compensation  practices, job related skills, depth of experience, relevant certifications and trainings, in addition  to geographic location. Based on the factors above, Nomad Go utilizes the full width of the  range. In addition to the salary range, U.S employees are eligible for a stock option grant and to  participate in the company’s standard benefit programs, which currently include medical, dental and vision coverage, 401(k) participation, paid time off and certain leaves of absence. 

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Equal Opportunity, Diversity and Inclusion 

NomadGo is committed to building and fostering an inclusive and diverse workforce. We believe  diversity in all its forms – gender, age, nationality, culture, religious belief and sexual orientation  – enriches the workplace. It creates opportunities for people to express their individual and  collective talent and helps foster our ability to adapt to a changing world. As an equal opportunity  employer, we celebrate diversity and prohibit discrimination based on race, ethnicity, religion,  gender identity or expression, sexual orientation, age, marital or family status, veteran status,  disability, or any other characteristic protected by law. It is our policy to provide equal  employment opportunities to all employees and applicants without regard to race, color, religion,  sex, national origin, age, disability, or genetic information. This policy applies to all terms,  conditions, and privileges of employment, including hiring, promotion, compensation, benefits,  training, and termination.

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