Support Manager

About FieldStack We take the complexity out of technology so retailers can achieve omnichannel excellence, create great customer experiences, and profitably grow their businesses. Our single unified commerce platform with advanced analytics includes all the core systems needed to run a thriving retail chain --- POS & Store Ops, eCommerce, Inventory & Supply Chain, Loyalty, CRM, and more. Data is collected everywhere and flows throughout the systems in real-time, which enables better decisions and makes it easy to optimize every part of a business. Through our Shared Success Partnership Model, we sit on the same side of the table as our clients, helping them continuously innovate and adapt to ever-changing customer expectations. At FieldStack, our team is on a mission. We use our collective talent, ambition, and creativity to unleash the hidden potential of technology and data-driven automation for retailers. We support each other and live by 4 core values: create wildly successful clients, have an entrepreneurial spirit, engage with empathy, and be tenacious. Together, we transform our clients' businesses into lean, customer-centric, data-driven operations. Support Manager FieldStack is seeking a Support Manager to lead and grow our Client Success support team. This is a people-first leadership role focused on building a high-performing team of Technical Support Engineers and Analysts who deliver exceptional client experiences. The ideal candidate is a proven people manager who thrives on developing talent, handling complex escalations with grace, and building systematic processes that scale. You'll be the cornerstone of our support operations, ensuring both team success and client satisfaction through strong leadership, clear communication, and meticulous organization. This is an on-site role based in our South Portland office four days a week with one day working from home. This position reports to the VP of Client Success. Essential Functions: Team Leadership & Development Lead, mentor, and develop a team of Technical Support Engineers and Analysts Conduct regular staff check-ins, performance reviews, and career development planning Create and execute training programs to continuously elevate team capabilities Interview, hire, and onboard new team members Foster a collaborative, supportive team culture aligned with FieldStack values Escalation & Client Relationship Management Serve as the primary escalation point for complex client issues and sensitive situations Master the art of de-escalation, turning frustrated clients into advocates Build and maintain strong relationships with key client stakeholders Ensure clear, empathetic communication throughout the resolution process Act as the voice of the client to internal teams and product development Operational Excellence & Process Management Design and implement systematic approaches to support operations Monitor and analyze key metrics (response time, resolution time, client satisfaction, team performance) Create and maintain comprehensive documentation and knowledge bases Establish and refine escalation procedures and service level agreements Drive continuous improvement initiatives based on data and client feedback Manage support ticket workflows and ensure efficient case routing Strategic Planning & Cross-Functional Collaboration Balance day-to-day operations with long-term strategic planning Collaborate closely with Account Management, Product, Development, and Sales teams Provide insights and recommendations to improve product functionality based on client feedback Contribute to department goals and organizational objectives Participate in client success planning and account management activities Required Qualifications: Management & Leadership Experience Minimum 3+ years managing technical teams, with proven success in team development and performance management Strong track record of hiring, mentoring, and retaining talent Demonstrated expertise in escalation management and conflict resolution Experience building and implementing systematic processes and procedures Communication & Organizational Skills Exceptional verbal and written communication skills with ability to adapt style to different audiences Outstanding organizational skills with keen attention to detail Excellent time management and prioritization abilities Strong analytical and problem-solving skills, including creative approaches to challenges Industry & Technical Understanding Minimum 3+ years in product support, client success, or related customer-facing role SaaS experience strongly preferred Understanding of support metrics and KPIs Ability to quickly learn complex software products and communicate functionality to clients Preferred Qualifications: Technical Skills Experience with SQL commands and database management (SSMS) Familiarity with HTML, CSS, and basic web technologies Understanding of source control systems Experience with Windows and other operating systems Hardware and application troubleshooting experience Report building from data sources Industry Experience Retail or commerce platform experience Experience in fast-paced SaaS environments What Success Looks Like: Team members are engaged, growing, and consistently meeting performance goals Client escalations are resolved quickly with high satisfaction scores Support processes run smoothly with minimal bottlenecks You've built a support organization that scales with company growth