RADAR · 19 hours ago
Customer Support Manager
New York City
Full-time
Onsite
Mid, Senior Level
$100K/yr - $145K/yr
6+ years expRADAR is transforming the way the world thinks about physical retail, leveraging RFID and AI technology. The Customer Support Manager will oversee frontline support operations, lead a team for troubleshooting and customer communication, and ensure high-quality support for a complex hardware-software ecosystem.
Computer VisionE-CommerceRetailRFIDWireless
Responsibilities
Lead, coach, and develop RADAR’s frontline support team; oversee daily ticket flow, prioritization, and response quality
Ensure timely, accurate troubleshooting across sensors, controllers, the RADAR cloud platform, APIs, and store-level integrations
Maintain high support quality by reviewing cases, providing feedback, and ensuring consistent communication standards
Produce customer-facing reporting on ticket trends, root causes, resolution times, and ongoing improvements
Collaborate with broad stakeholder teams on issue resolution and long-term fixes
Own improvements in support documentation, playbooks, troubleshooting guides, and external knowledge bases
Support tooling ownership, helping optimize workflows in Zendesk, Jira, Confluence, internal Support tooling, and reporting dashboards
Identify recurring issues, quantify impact, and help drive improvements across product, deployment, engineering and support processes
Ensure SLAs, on-call coverage, and escalation protocols are followed consistently
Contribute to global support readiness as RADAR expands into new regions, including documentation and process scaling
Qualification
Required
6+ years of experience in B2B SaaS, IoT and hardware systems customer support, including at least 3 years in a manager or team lead role
Strong understanding of cloud platforms, APIs, hardware/software interactions, and basic networking
Excellent analytical troubleshooting skills; comfortable reviewing logs, dashboards, system behavior, and API responses
Experience driving frontline support operations: triage management, quality reviews, scheduling, and SLA adherence
Skilled in documentation, process structure, and building/improving support workflows
Comfortable collaborating with cross-functional partners in engineering, operations, and customer environments
Proficiency with tools like Zendesk, Jira/JSM, and other Atlassian products
Exceptional customer service skills with a problem-solving attitude
Strong organizational and time management skills with the ability to prioritize and manage multiple tasks
Exceptional communication skills - able to explain complex technical concepts in clear, simple terms to non-technical users
Preferred
Experience supporting RFID, IoT hardware, edge devices, or similar hardware ecosystems
Familiarity with retail technology support - store systems, network environments, device troubleshooting, or similar
Experience supporting large multi-site retail chains or enterprise deployments
Understanding of retail networking (meraki/cisco), PoE, VLANs, and common in-store constraints
Background in incident management, on-call rotations management, and support
Ability to create or maintain dashboards for reporting (SQL or low-code)
Experience working with Grafana, Looker, or other monitoring platforms
Ability to perform lightweight debugging using SQL, basic scripting, or API tools (Postman, cURL)
Ability to use search functions in BigQuery; familiarity with SQL and Looker (or similar BI tools)
Experience with ITSM tools and knowledge of ITIL best practices preferred
Benefits
Equity
Comprehensive medical and dental coverage
Life and disability benefits
401k plan
Flexible time off
Paid parental leave
Company
RADAR
RADAR is an RFID and computer vision platform that automates inventory management, analytics, and checkout in physical stores.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$139.66MKey Investors
Align Ventures
2024-06-11Debt Financing· $19.7M
2023-11-30Debt Financing· $15M
2023-07-13Series A· $30M
Leadership Team
Spencer Hewett
Founder/CEO
Recent News
Business Wire
2026-01-11
2025-10-04
Company data provided by crunchbase