Customer Operations Manager
Who We AreEarthCam is a global leader in webcam technology that gives construction teams real-time visibility into their jobsites—anytime, anywhere. Our solutions support project monitoring, documentation, promotion, and jobsite security across construction projects worldwide.Our platform delivers live video, time-lapse recordings, progress tracking, and site security, powered by smart AI tools that turn visual data into useful insights for better decision-making. Since creating the first construction webcam in 1996, EarthCam has been trusted on major projects like One World Trade Center, SoFi Stadium, and the Panama Canal Expansion, and integrates with tools such as Procore, Autodesk, and Bentley.We're a collaborative, hands-on team that builds our technology in-house and works closely across departments to solve real problems for real users.Job DescriptionEarthCam is seeking a highly collaborative and hands-on Customer Operations Manager to lead and develop our Tier 1 and Tier 2 Security Product Support teams.This leader works alongside the team daily — coaching, troubleshooting, reviewing cases, and elevating technical expertise. The role blends people leadership, hands-on support involvement, operational oversight, and product ownership. You will serve as the bridge between Support, Engineering, Product, and Field Services, ensuring that customer insights directly influence product improvements and system reliability.This is an ideal opportunity for someone who leads by example, enjoys rolling up their sleeves, and wants to play a meaningful role in both team development and product evolution.ResponsibilitiesLead, mentor, and actively coach Tier 1 and Tier 2 Support Specialists through real-time case reviews and hands-on troubleshootingParticipate directly in complex or escalated technical issues involving hardware, software, networking, and security monitoring systemsDevelop structured onboarding programs and ongoing technical training initiativesIdentify skill gaps and build development plans to continuously elevate team capabilityMonitor support performance metrics including response times, resolution times, escalation rates, and customer satisfactionEnsure SLA adherence and maintain high standards of case documentation and root cause analysisImprove troubleshooting workflows, internal documentation, and knowledge base resourcesAnalyze recurring support trends and translate insights into product, process, or system improvementsPartner closely with Engineering and Product teams to prioritize fixes, enhancements, and usability improvementsAct as the voice of the customer in cross-functional discussionsOptimize escalation processes between Tier 1 and Tier 2 to improve efficiency and accountabilitySupport Field Services and Sales teams with technical insight when necessaryRequirementsWho You AreA strong team builder who leads through collaboration and exampleHighly hands-on and comfortable working directly in daily support operationsPassionate about coaching and developing technical talentExperienced in security systems, IP cameras, video monitoring, and networking fundamentalsCalm and solution-oriented in high-pressure customer situationsAnalytical and proactive in identifying patterns and improvement opportunitiesStrong communicator who can translate technical challenges into clear business impactQualificationsBachelor's degree in Computer Science, Engineering, Information Systems, or related field preferred5+ years of experience in technical support, security systems, or related technology2+ years of leadership, mentorship, or team management experienceExperience working within Tier 1 and Tier 2 support environmentsStrong knowledge of hardware troubleshooting, networking concepts, and SaaS platformsExperience collaborating with Engineering or Product teams is strongly preferredBenefitsWhat We OfferAt EarthCam, we believe great work starts with feeling supported, valued, and inspired. We offer a competitive compensation package and a people-first environment where innovation, growth, and collaboration thrive.Our benefits include: Base salary starting at 90K yearly 100% company-paid health insurance (single coverage) Dental and Vision insurance 401(k) plan with generous company matching Paid time off plus paid holidays Complimentary breakfasts, lunches, and snacks Team events, BBQs, and our annual company OlympicsWe're proud to foster an energetic, entrepreneurial workplace where your ideas matter and your career can grow.Recruitment Fraud DisclaimerEarthCam is committed to maintaining a transparent and secure recruitment process. EarthCam communicates with candidates exclusively using EarthCam email addresses and extends job offers solely by telephone. For more information about the EarthCam recruitment process and avoiding fraudulent job offers, please click here.https://www.earthcam.net/about/careers/recruitmentfraud/