Manager, Customer Support

About First Due

First Due’s mission is to prevent first responder injury or death by providing fire and EMS agencies with transformative, end-to-end software solutions that empower them to run safer, smarter, and more effective operations.

Job Summary

First Due is the leading cloud-native software platform for fire and EMS agencies in the United States. More than 3,000 agencies and 500,000 first responders rely on First Due every day for incident reporting, pre-incident planning, ePCR, scheduling, fire prevention, mobile response, training, and AI-powered analytics. We are FedRAMP High certified, power 42% of all national NERIS submissions, and count FDNY among our flagship customers.

Our Customer Support function is undergoing a major transformation. We are building a professionally scaled, data-driven organization with real infrastructure, real process discipline, and real career paths. This role is a critical part of that build.

We are looking for someone who has done this work before. Not at the strategic level. At the ground level. You have run a support queue, coached agents through hard tickets, built a QA program that changed behavior, and used data to figure out why the queue was growing before someone had to tell you. You have been the person in the room who knows how the operation actually works because you built the processes your team runs on.

This is not a maintenance role. We are building, and we need someone who knows what good looks like because they have built it themselves.

Key Responsibilities

This role owns the daily execution and operational health of a support team, reporting to the VP of Customer Support. You will directly manage team leads and individual contributors, and you will be accountable for the performance, development, and output of your team against defined standards and KPIs.

Daily Operations and Queue Management

• Own the daily health of the support queue. Monitor ticket volume, aging, backlog growth, and routing accuracy. When something is off, you see it before anyone has to flag it.
• Ensure tickets are triaged correctly, assigned to the right agents, and worked to resolution within SLA targets. Enforce status discipline so the queue reflects reality, not aspiration.
• Manage escalations within the team. Know when a ticket needs to move up, when it needs a different skill set, and when an agent is stuck and needs coaching rather than reassignment.
• Run daily and weekly operational cadences: queue reviews, stand-ups, ticket audits, and backlog scrubs. These are not optional when they get busy. They are most important when they get busy.
• Act as a hands-on escalation point for complex or sensitive customer issues that exceed frontline capability.

Team Performance and Coaching

• Directly manage a team of support agents and team leads. Set clear expectations, deliver regular feedback, and hold the team accountable to defined performance standards.
• Own the QA and coaching cycle for your team. Review tickets regularly, identify patterns in agent performance, and run structured coaching sessions that connect feedback to specific behaviors.
• Track individual and team-level KPIs: CSAT, first response time, time to resolution, first contact resolution, ticket volume per agent, and quality scores. Use the data to drive coaching, not just reporting.