Customer Support and Deployment Manager

Job Description

Position Overview:

The Customer Support and Deployment Manager oversees the intake and resolution of customer support tickets related to life safety devices in commercial pools and manages the scheduling and coordination of device deployments. This role ensures timely, efficient service delivery while maintaining high safety standards and customer satisfaction.

Key Responsibilities:

Manage and prioritize customer support tickets related to WAVE life safety equipment such as hubs, bluettooh signal extenders, alarms/sirens, wearable devices and emergency communication devices.

Coordinate and schedule deployments and installations at commercial pool facilities.

Lead and supervise the support and deployment team to ensure efficient operations to SLA.

Communicate with customers to provide updates, resolve issues, and ensure their needs are met promptly and professionally.

Develop and implement operational processes to streamline ticket handling and deployment scheduling.

Monitor performance metrics and customer feedback to improve service quality and operational efficiency.

Collaborate with vendors and suppliers to ensure availability and timely delivery and configuration of WAVE safety equipment.

Generate reports on support activities, deployment status, and team performance for senior management.

Provide training and coaching to team members to enhance their skills and service delivery.

Qualifications:

Proven experience in customer support management and project scheduling, preferably in safety equipment or facilities management.

Proficiency with CRM (Hubspot, Airtable) customer support ticketing and scheduling software

Strong leadership and team management skills.

Excellent communication and interpersonal abilities.

Detail-oriented with strong organizational and time management skills.

Ability to analyze processes and implement improvements.

Knowledge of aquatics pool safety devices or lifeguarding is a plus.

Proficiency with customer support ticketing systems and scheduling software.

Skills and Competencies:

Strategic planning and operational execution.

Problem-solving and conflict resolution.

Customer-focused mindset with commitment to service excellence.

Ability to manage multiple priorities and deadlines effectively.

Collaborative approach to working with cross-functional teams.

This role is critical to maintaining the safety and compliance of commercial pool facilities by ensuring life safety devices are properly supported and deployed in a timely manner.Company Description

WAVE Drowning Prevention Systems is on a mission to end drowning. The company is revolutionizing the job of lifeguards, giving them tools that make their job far more engaging and ensuring they intervene long before incidents turn into drownings. WAVE is the first truly reliable, affordable, and easy-to-deploy technology that dramatically reduces the risk of drowning. We offer a dynamic and supportive environment where employees can grow, learn, and make significant contributions.

Full-time