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Customer Support Manager

New York City

ABOUT US

At RADAR, we're transforming the way the world thinks about physical retail. RADAR has raised over $104M from top investors, retailers, and strategics and works with some of the world's retail brands including American Eagle and Gap. We’re building the future of in-store experience where every product and every person can be precisely located in real time.

Our platform combines RFID and AI to unlock hyper-accurate product visibility and automation at scale. From real-time inventory tracking to seamless checkout experiences, our technology empowers some of the world’s largest retailers to streamline operations, reduce loss, and elevate both employee and customer experiences.

We’re a fast-growing, mission-driven startup where bold ideas, collaboration, and impact are at the core of everything we do. Join us as we reshape the physical world with digital precision, starting with retail and expanding far beyond!

OUR VALUES

Mission-Driven: We're transforming retail with cutting-edge technology and building something that truly matters.

Collaborative Team: We thrive on curiosity, shared goals, and solving complex problems together.

High Impact: You’ll make meaningful contributions from day one and help shape the future of our product and company.

Clear Communication: We value honesty, humility, and respectful dialogue—everyone’s voice matters.

Balanced Lives: We work hard, but not at the expense of well-being. We respect time, boundaries, and life outside of work.

Diverse Perspectives: We believe better ideas come from diverse backgrounds, experiences, and viewpoints.

Empathy-Driven Design: We build with deep respect for our end users, listening closely to their feedback and needs.

ABOUT THE JOB

The Customer Support Manager will oversee the day-to-day execution of RADAR’s frontline support operations, leading a team responsible for triage, troubleshooting, escalation, and customer communication across a complex hardware–software ecosystem. You’ll partner closely with the Engineering and triage team, NOC, Solutions, and Customer Operations & Experience to refine processes, enhance documentation, strengthen tooling, and ensure our support function is fast, reliable, and customer-centric. 

This role blends operational leadership with hands-on technical oversight, keeping a close pulse on support quality, accelerating resolution times, managing ticket workflows, and delivering clear, actionable reporting to our customers and internal teams. 

This role is ideal for someone with strong experience supporting B2B SaaS and IoT products, who understands the nuances of hardware + cloud systems and has foundational knowledge of retail technology environments.

Responsibilities:

  • Lead, coach, and develop RADAR’s frontline support team; oversee daily ticket flow, prioritization, and response quality.
  • Ensure timely, accurate troubleshooting across sensors, controllers, the RADAR cloud platform, APIs, and store-level integrations. 
  • Maintain high support quality by reviewing cases, providing feedback, and ensuring consistent communication standards. 
  • Produce customer-facing reporting on ticket trends, root causes, resolution times, and ongoing improvements. 
  • Collaborate with broad stakeholder teams on issue resolution and long-term fixes. 
  • Own improvements in support documentation, playbooks, troubleshooting guides, and external knowledge bases. 
  • Support tooling ownership, helping optimize workflows in Zendesk, Jira, Confluence, internal Support tooling, and reporting dashboards. 
  • Identify recurring issues, quantify impact, and help drive improvements across product, deployment, engineering and support processes. 
  • Ensure SLAs, on-call coverage, and escalation protocols are followed consistently. 
  • Contribute to global support readiness as RADAR expands into new regions, including documentation and process scaling.

ABOUT YOU

Required:

  • 6+ years of experience in B2B SaaS, IoT and hardware systems customer support, including at least 3 years in a manager or team lead role. 
  • Strong understanding of cloud platforms, APIs, hardware/software interactions, and basic networking. 
  • Excellent analytical troubleshooting skills; comfortable reviewing logs, dashboards, system behavior, and API responses. 
  • Experience driving frontline support operations: triage management, quality reviews, scheduling, and SLA adherence. 
  • Skilled in documentation, process structure, and building/improving support workflows. 
  • Comfortable collaborating with cross-functional partners in engineering, operations, and customer environments. 
  • Proficiency with tools like Zendesk, Jira/JSM, and other Atlassian products; 
  • Exceptional customer service skills with a problem-solving attitude 
  • Strong organizational and time management skills with the ability to prioritize and manage multiple tasks 
  • Exceptional communication skills - able to explain complex technical concepts in clear, simple terms to non-technical users

Preferred:

  • Experience supporting RFID, IoT hardware, edge devices, or similar hardware ecosystems. 
  • Familiarity with retail technology support - store systems, network environments, device troubleshooting, or similar. 
  • Experience supporting large multi-site retail chains or enterprise deployments. 
  • Understanding of retail networking (meraki/cisco), PoE, VLANs, and common in-store constraints 
  • Background in incident management, on-call rotations management, and support. 
  • Ability to create or maintain dashboards for reporting (SQL or low-code). 
  • Experience working with Grafana, Looker, or other monitoring platforms. 
  • Ability to perform lightweight debugging using SQL, basic scripting, or API tools (Postman, cURL) 
  • Ability to use search functions in BigQuery; familiarity with SQL and Looker (or similar BI tools) 
  • Experience with ITSM tools and knowledge of ITIL best practices preferred

WHAT YOU'LL DO

In your first 30 days, you will:

  • Learn Radar’s mission, technology stack and core values. 
  • Complete onboarding and security compliance training. 
  • Develop strong understanding of RADAR sensors, controllers, cloud platform, and support workflows. 
  • Shadow support rotations to observe triage, escalation, and troubleshooting flows. 
  • Review existing documentation, SLAs, tooling configs, and reporting gaps. 
  • Build an initial assessment of quality, speed, and common case patterns.

In your first 60 days, you will:

  • Begin optimizing triage workflows, ticket routing, and communication templates. 
  • Establish baseline dashboards for SLA measurement, ticket analytics, and team performance. 
  • Publish or refresh key knowledge base articles and troubleshooting guides. 
  • Implement early improvements in tooling, tagging, automation, or reporting.
  • Strengthen cross-functional working rhythms with Engineering and Deployment.

In your first 90 days, you will:

  • Fully own daily customer support operations - load balancing, quality control, training, and reporting. 
  • Deliver a support improvements plan outlining upgrades to processes, documentation, and tooling. 
  • Launch updated customer-facing reporting and internal dashboards. 
  • Build a stronger coaching, QA, and review framework for support agents. 
  • Support readiness planning for new retailers and regions.

At RADAR, your base pay is one part of your total compensation package. The expected base salary range for this position is $100,000-$145,000. Individual pay is determined by work location and additional factors,  including job-related skills, experience and relevant education or training.You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan,  flexible time off, and paid parental leave. The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting. 

Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness.

Use of artificial intelligence or a LLM such as ChatGPT during the interview process will be grounds for rejection of your application process.

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