Role Title: Customer Support Tier1 Manager (Property Solutions Group)
Location preference:
- Austin, TX
- Minneapolis, MN
- Denver, CO
- Atlanta, GA
Role Summary
As the Customer Support Manager for Tier 1, you will lead the frontline support team responsible for timely intake, triage, and resolution of customer support cases for multiple SAAS products that include but not limited to FAMIS, EMS and Lucernex. This role emphasizes rapid response, effective communication, and seamless collaboration with Tier 2 and Engineering teams to ensure outstanding customer experiences. You will drive operational excellence, coach team members, and maintain high standards of performance in a fast-paced environment. The manager also plays a key role in product readiness, knowledge sharing, and continuous improvement initiatives.
Key Responsibilities
Team Leadership & Operational Oversight
- Manage Tier 1 support team performance, ensuring adherence to case handling standards and response SLAs.
- Monitor case queues, phone, and chat channels to maintain rapid response and balanced workload distribution.
- Provide guidance and mentorship to team members, fostering technical growth and customer-centric behaviors.
Process Management & Quality Assurance
- Oversee initial triage and routing processes to ensure accurate severity assessment and escalation.
- Enforce case hygiene protocols, including timely follow-ups, documentation accuracy, and closure compliance.
- Conduct regular audits of case documentation for completeness and quality.
Customer Experience & Communication
- Ensure clear, empathetic, and timely communication with customers throughout the case lifecycle.
- Drive initiatives to improve CSAT scores and overall customer experience.
Collaboration & Escalation
- Coordinate Requests for Assistance (RFAs) with Tier 2 and Engineering for complex issues.
- Lead or facilitate customer calls involving cross-functional teams to ensure effective resolution.
- Partner with Tier 2 to maintain and enhance the Support Knowledge Base (KB).
Extended Responsibilities
- Manage on-call rotation for high-severity incidents outside business hours.
- Represent Tier 1 in triage meetings, ATCM processes, and operational readiness reviews.
- Oversee smoke testing post-production changes and participate in RCA workshops for major incidents.
- Maintain awareness of product roadmap to anticipate support needs and prepare the team accordingly.
Qualifications
- 3–5 years of experience in customer support leadership, preferably in a SaaS or software environment.
- Proven ability to manage and develop high-performing teams.
- Strong communication, interpersonal, and conflict-resolution skills.
- Familiarity with support tools (e.g., Zendesk, Salesforce, Jira).
- Solid understanding of technical troubleshooting and escalation processes.
- Ability to thrive in a fast-paced, dynamic environment.
Performance Metrics
- Team case response and resolution times.
- Customer satisfaction (CSAT) scores.
- Case quality and documentation standards.
- Escalation accuracy and effectiveness.
- Contribution to knowledge base and process improvements.
Fortive Corporation Overview
Fortive’s essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
About Accruent
Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you.
Accruent is a leading provider of solutions for unifying the built environment —spanning real estate, physical and digital assets, and the integrated technology systems that connect and control them. Accruent continues to set new expectations for how organizations can use data to transform how they manage their facilities and assets. With U.S. headquarters in Austin, Texas, Accruent serves over 5,000 customers in a wide range of industries in more than 100 countries worldwide.
We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.
Bonus or Equity
This position is also eligible for bonus as part of the total compensation package.
Pay Range
The salary range for this position (in local currency) is 76,700.00 - 128,100.00
