AssetWatch serves global manufacturers by powering manufacturing uptime through the delivery of an unparalleled condition monitoring experience, with a passion to care about the assets our customers care for every day. We are a devoted and capable team that includes world-renowned engineers and distinguished business leaders united by a common goal – To build the future of predictive maintenance. As we enter the next phase of rapid growth, we are seeking people to help lead the journey.
About the Role
AssetWatch protects uptime for industrial operators by delivering real-time insights and fast issue resolution. The Customer Support Manager leads the team responsible for front-line problem solving, clear communication and a consistently strong customer experience. This role blends tactical execution with coaching, process refinement and cross-functional alignment.
Who You Are
- You care about reliability, accuracy and speed because customers depend on us to keep their plants running.
- You thrive in a growth-stage environment where processes evolve and improvements never stop.
- You communicate simply, clearly and with confidence.
- You value accountability and expect the same from the team you lead.
- You enjoy coaching people, raising performance standards and building a strong support culture.
- You move fast and you’re comfortable taking the first step when something breaks or a customer needs attention.
- You understand how Support, Product, Engineering and Reliability teams connect to deliver a seamless customer experience.
Responsibilities
- Lead the Customer Support team and ensure all inbound cases are handled with speed, accuracy and clarity.
- Monitor hardware, sensor and network alerts; coordinate fast response to any outage or degradation.
- Develop deep working knowledge of AssetWatch hardware, software and workflows to troubleshoot effectively.
- Manage inbound channels (ticketing, phone, email, internal escalations) and maintain consistent response times.
- Partner with Reliability, Field Services, Engineering and Product to resolve complex cases and prevent repeat issues.
- Review customer feedback and share insights with Product to help prioritize improvements.
- Build strong customer relationships through proactive outreach, guided troubleshooting and clear communication.
- Identify patterns, escalate risks and propose solutions before problems expand.
- Own team performance metrics, coaching, and regular feedback cycles.
- Recruit, onboard and develop high-performing Support team members.
- Report support trends, customer experience metrics and operational risks to leadership.
- Continuously evaluate and improve workflows, documentation, tooling and internal communication.
Required Experience
- 3+ years leading or coaching a support team.
- 3+ years supporting a technical product (hardware, software or network-based).
- Experience with high-volume ticketing systems.
- CRM experience; Salesforce preferred.
- Comfortable with remote collaboration tools (Slack, Zoom, Notion or similar).
- Strong written and verbal communication skills.
- Ability to prioritize, multi-task and stay organized in a fast-moving environment.
Preferred Attributes
- Strong empathy paired with direct problem-solving
- High comfort level troubleshooting with incomplete information
- Clear sense of ownership, urgency and follow-through
- Strong collaborator who builds trust internally and externally
- Understands how support performance impacts customer retention and product quality
- Tech-savvy and quick to learn new systems
- Thrives in an environment focused on accountability, continuous improvement and customer outcomes
- Experience supporting industrial environments, IoT, or hardware-in-the-loop systems
#LI-REMOTE
What We Offer:
AssetWatch is a remote-first company that puts people at the center of everything we do. We want our team members to thrive - that’s why we offer a range of benefits and perks designed to support your well-being, growth, and work-life balance.
- Competitive compensation package including stock options
- Flexible work schedule
- Comprehensive benefits including retirement plan match
- Opportunity to make a real impact every day
- Work with a dynamic and growing team
- Unlimited PTO
We have a distributed team that works remotely across locations in the United States and Ontario, Canada. Collaboration within core working hours is required.
Top Skills
What We Do
AssetWatch provides an end-to-end condition monitoring solution for industrial organizations, focusing on predictive maintenance. Their platform combines vibration, temperature, and oil analysis data with AI-driven analytics and expert insights to detect equipment issues and prevent downtime.
