Customer Support Manager

CRI Support Manager

Creative Realities, Inc. is a full-service, digital signage solutions company with a passion and purpose of connecting brands and people in spaces and places they love. We design, develop, deploy, and maintain digital experiences that are contextually relevant, omni-channel, and specific to the physical environment.

The CRI Support Manager is responsible for leading the day-to-day operations of Creative Realities' (CRI) Support organization, overseeing Tier 1 and Tier 2 support teams in a 24/7 environment. This role ensures consistent delivery of high-quality support services, adherence to SLAs, and continuous improvement of support processes.

Reporting to the Director of Support, the Support Manager will drive team performance, accountability, and operational excellence while maintaining a strong focus on customer experience.

Key Responsibilities

• Lead, coach, and develop Tier 1 and Tier 2 support staff across a 24/7 support model
• Conduct hiring, onboarding, performance reviews, and disciplinary actions
• Establish clear expectations, accountability, and performance standards
• Manage scheduling and coverage to ensure continuous support operations
• Foster a high-performance, customer-focused team culture
• Oversee daily support operations, ensuring timely response and resolution of tickets
• Monitor and manage ticket queues, escalations, and backlog
• Enforce SLA compliance and ensure service delivery meets defined targets
• Act as an escalation point for complex or high-impact issues
• Coordinate with internal teams (Engineering, Field Operations, Project Teams) for issue resolution
• Track and report on key performance metrics, including: SLA compliance, first response time, resolution time, ticket volume and backlog, customer satisfaction (CSAT), if applicable
• Provide regular reporting to the Director of Support and executive stakeholders
• Identify trends and implement improvements based on data
• Develop, implement, and continuously improve support processes and workflows
• Standardize ticket handling, escalation procedures, and documentation practices
• Drive efficiency and consistency across the support organization
• Identify opportunities for automation and tooling improvements
• Utilize and manage support tools such as ServiceNow or similar ticketing systems
• Support environments involving remote device management platforms (e.g., digital signage players, network-connected devices)
• Ensure accurate documentation of issues, resolutions, and knowledge base articles

Education and Experience

• 13 years of experience managing a call center or technical support team
• Experience operating in a 24/7 support environment
• Proven leadership experience including hiring, coaching, and performance management
• Strong understanding of support metrics, SLAs, and queue management
• Experience with ticketing systems such as ServiceNow or similar platforms
• Excellent communication, organizational, and problem-solving skills

Preferred Qualifications

• Experience supporting remote devices, networks, or IoT/digital signage environments
• Familiarity with remote device management platforms (e.g., RMM tools)
• Experience working in a fast-paced, multi-client or managed services environment
• Background in IT, networking, or technical troubleshooting

Key Competencies/Behaviors

• Leadership & accountability
• Operational execution
• Data-driven decision making
• Process improvement mindset
• Customer focus
• Strong escalation management

Work Environment

• 24/7 support environment with on-call or after-hours leadership responsibility as needed
• Collaboration with cross-functional teams across the organization

Core Values

The ideal candidate represents these six core values:

• Passionate: We are a group of passionate people. This is the best way to describe TEAM CRI. We work hard and have fun along the way!
• Respectful: We value diversity, merit and unique contributions. We foster a trusting, open and inclusive environment. We treat our clients, partners and our team in a manner that reflects these values.
• Do the Right Thing: We do what we say we will do. Our actions shall always be fully transparent and genuine. Our dealings with clients, co-workers and partners must always be conducted with honesty.
• Helps First: We are stronger when we work together. We help firstwhether it's with our clients or our internal teams.
• Nimble Minded: When conventional thinking and processes fail, we want to be the first to provide fresh ideas and solutions. We break through adversity and respond quickly.
• Expects Excellence: We will measure performance and are accountable for results. We are committed to getting it right.

Benefits

Company paid individual portion of Medical, Dental, Life, Long and Short-Term Disability insurances; access to participate in company Vision insurance and other voluntary benefit programs; eligibility for a high-deductible health plan (HDHP) with HSA option, including HSA company contribution, FSA, DCFSA; 401(k) program, including company paid match of up to 3% of annual salary; paid time off and holiday pay. May be subject to change based on open enrollment periods or at the Company's discretion.