Customer Support Manager

At RADAR, we re transforming the way the world thinks about physical retail. RADAR has raised over $104M from top investors, retailers, and strategics and works with some of the world s retail brands including American Eagle and Gap. We’re building the future of in-store experience where every product and every person can be precisely located in real time.

Our platform combines RFID and AI to unlock hyper-accurate product visibility and automation m real-time inventory tracking to seamless checkout experiences, our technology empowers some of the world’s largest retailers to streamline operations, reduce loss, and elevate both employee and customer experiences.

We’re a fast-growing, mission-driven startup where bold ideas, collaboration, and impact are at the core of everything we do. Join us as we reshape the physical world with digital precision, starting with retail and expanding far beyond!

Mission-Driven
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We re transforming retail with cutting-edge technology and building something that truly matters.

Collaborative Team
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We thrive on curiosity, shared goals, and solving complex problems together.

High Impact
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You’ll make meaningful contributions from day one and help shape the future of our product and company.

Clear Communication
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We value honesty, humility, and respectful dialogue—everyone’s voice matters.

Balanced Lives
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We work hard, but not at the expense of well-being. We respect time, boundaries, and life outside of work.

Diverse Perspectives
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We believe better ideas come from diverse backgrounds, experiences, and viewpoints.

Empathy-Driven Design
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We build with deep respect for our end users, listening closely to their feedback and needs.

The Customer Support Manager will oversee the day-to-day execution of RADAR’s frontline support operations, leading a team responsible for triage, troubleshooting, escalation, and customer communication across a complex hardware–software ecosystem. You’ll partner closely with the Engineering and triage team, NOC, Solutions, and Customer Operations & Experience to refine processes, enhance documentation, strengthen tooling, and ensure our support function is fast, reliable, and customer-centric.

This role blends operational leadership with hands-on technical oversight, keeping a close pulse on support quality, accelerating resolution times, managing ticket workflows, and delivering clear, actionable reporting to our customers and internal teams.

This role is ideal for someone with strong experience supporting B2B SaaS and IoT products, who understands the nuances of hardware + cloud systems and has foundational knowledge of retail technology environments.

• 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.

• 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,…