Support Manager

We take the complexity out of technology so retailers can achieve omnichannel excellence, create great customer experiences, and profitably grow their businesses.

Our single unified commerce platform with advanced analytics includes all the core systems needed to tung run a thriving retail chain — POS & Store Ops, eCommerce, Inventory & Supply Chain, Loyalty, CRM, and more. Data is collected everywhere and flows throughout the systems in real‑time, which enables better decisions and makes it easy to optimize every part of a business.

Through our Shared Success Partnership Model, we sit on the same side of the table as our clients, helping them continuously innovate and adapt to ever‑changing customer expectations.

At Field Stack, our team is on a mission. We use our collective talent, ambition, and creativity to unleash the hidden potential of technology and data‑driven automation for retailers. We support each other and live  core values: create wildly successful clients, have an entrepreneurial spirit, engage with empathy, and be tenacious. Together, we transform our clients' businesses into lean, customer‑centric, data‑driven operations.

Support Manager

Field Stack is seeking a Support Manager to lead and grow our Client Success support team. This is a people‑first leadership role focused on building a high‑performing team of Technical Support Engineers and Analysts who deliver exceptional client experiences.

The ideal candidate is a proven people manager who thrives on developing talent, handling complex escalations with grace, and building systematic processes that scale. You'll be the cornerstone of our support operations, ensuring both team success and client satisfaction through strong leadership, clear communication, and meticulous organization.

This is an on‑site role based in our South Portland office four days a week with one day working from home. This position reports to the VP of Client Success. 주소?

• Lead, mentor, and develop a team of Technical Support Engineers and Analysts
• Conduct regular staff check‑ins, performance reviews, and career development
• Create and execute training programs to continuously elevate team capabilities
• Interview, hire, and onboard new team members
• Foster a collaborative, supportive team culture aligned with Field Stack values

• Serve as the primary escalation point for complex client issues and sensitive situations
• Master the art of de‑escalation, turning frustrated clients into advocates
• Build and maintain strong relationships with key client stakeholders
• Ensure clear, empathetic communication throughout the resolution process
• Act as the voice lesb of the client to internal teams and product development

• Design and implement systematic approaches to support operations
• Monitor and analyze key metrics (response time, resolution time, client satisfaction, team performance)
• Create and maintain comprehensive documentation and knowledge)