Manager, Customer Support

The posting, as First Due wrote it

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 Title: Manager, Customer Support

Location : Remote - US Only
Country : United States
Department : Support
Reports To : Senior Director, Customer Support
Position Type : Full-Time
Salary : $100,000

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 Senior Director, 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 Coachi
[…]
), flexible PTO, a fully remote workplace, a technology stipend, opportunities for advancement, and other benefits and perks that sets our team apart. Visit www.firstdue.com to learn more.

If you are a resident of a state requiring wage transparency, please reach out to people@firstdue.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.

First Due is an equal opportunity employer. We do not discriminate in any aspect of employment on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or any other protected status or class. We are committed to promoting an environment of respect, acceptance, diversity and inclusivity, and equal opportunity. Discrimination and harassment of any type in any form will not be tolerated.

When you apply for a role at Locality Media, LLC d/b/a First Due, we collect personal information such as identifiers (e.g., name, email, phone number), professional and employment information, education information, and information you provide in your application materials. We use this information to evaluate your candidacy, communicate with you, and manage our recruiting process. We may share this information with our service providers who assist with recruiting and background screening. We do not sell or share applicant personal information for cross-context behavioral advertising. We retain applicant information in accordance with our data retention policies. California residents have rights under the California Consumer Privacy Act (CCPA), as amended by the CPRA. For more information, please review our Candidate Privacy here .