• Support partners, customers, sales representatives, and internal teams through multiple communication channels including phone, chat, and email • Provide technical expertise on database setup, user management, rules and reporting, device errors, network communications, portal configuration, and product implementation • Diagnose and resolve technical hardware and software issues involving connectivity, installation, and platform inquiries • Coordinate with internal departments on the return and exchange process for Geotab devices and accessories • Deliver successful resolution to all customer complaints and escalate critical concerns to management • Preserve the confidentiality and security of customer data and information • Support Geotab global strategic initiatives

• Troubleshooting and resolving technical issues • Providing comprehensive support for both Geotab and partner products • Ensuring customer satisfaction through effective problem diagnosis and solution delivery • Handling support cases from initial contact through resolution • Maintaining detailed documentation • Contributing to 24/7 support operations • Working closely with customers, partners, and internal technical teams to escalate complex issues

Role Description As a Senior Customer Support Manager at ClearOps, you will play a key role in delivering exceptional support experiences to our customers worldwide. You will act as a trusted technical expert, owning complex support cases, improving internal processes, and helping shape the future of our customer support organization. You thrive in dynamic startup environments, enjoy solving technical problems, and care deeply about creating a best-in-class customer experience. Key Responsibilities - Take ownership of complex customer inquiries and technical support cases - Provide high-quality support across multiple communication channels - Troubleshoot technical issues and collaborate closely with Product and Engineering teams - Identify recurring customer pain points and proactively suggest improvements - Support the optimization of support processes, workflows, and documentation - Contribute to the expansion and maintenance of the internal and external knowledge base - Analyze support trends and customer feedback to improve product experience - Act as a sparring partner for junior support colleagues and share best practices - Ensure fast, reliable, and customer-centric communication Qualifications - 4+ years of experience in technical customer support, customer operations, or a similar SaaS environment - Strong technical mindset with the ability to understand complex systems and workflows - Excellent communication skills in English (C1 level) - Strong problem-solving and organizational skills - Experience working with support and ticketing systems such as Zendesk, Jira, or Salesforce - Ability to work independently and manage priorities in a fast-paced startup environment - Customer-first mentality with a proactive and solution-oriented mindset - Experience with SaaS products, APIs, SQL, or databases is a strong plus - Familiarity with supply chain, aftersales, or manufacturing environments is beneficial Benefits - Flat hierarchies and experienced leaders provide an ideal environment for you to grow and advance your career alongside the company. - Play a key role in shaping our customer support structure and processes as we continue to scale internationally. - Regular 1:1s with your manager and structured quarterly feedback sessions foster transparent communication. - Joint team events, such as Culture Week. - Combine vacation and work and work from wherever you want. Company Description At ClearOps, we keep the world of machinery moving by transforming the entire service supply chain of machine manufacturers into a seamless data ecosystem. Our platform connects manufacturers, dealers, and machines to predict the demand for parts and services in ways never seen before, ensuring that machinery never stops working. As a young, ambitious team of 50+ experts spread across Munich, Lisbon, San José, and Atlanta, we're passionate about personal growth and professional impact.

• Provide daily onsite support for C-Suite executives, VIP users, and office staff, ensuring fast, professional, and customer-focused resolution of issues. • Deliver hands-on Windows and macOS support, including OS troubleshooting, hardware issues, performance problems, and peripheral setups. • Manage and support endpoint devices through Intune (Windows/iOS/Android) and JAMF (macOS), including enrollment, compliance, and policy troubleshooting. • Perform laptop imaging, rebuilds, and refreshes using SCCM and PXE-based workflows. • Support Exchange Online and Microsoft 365 applications, including Outlook client issues, mailbox access, and user configuration needs. • Provide iOS and Android device support, including MDM enrollment, email setup, and basic app support. • Handle general end-user support tasks, including password resets, account lockouts, onboarding/offboarding activities, and profile-related issues. • Troubleshoot and support printers and scanners, including connectivity, driver issues, and device configuration. • Document all work in ServiceNow, follow established KBAs/SOPs, and coordinate escalations with backend teams while owning communication and follow-through. • Provides after-hours on-call support to VIP escalations. • Participates in a rotating holiday on-call coverage schedule.