Overview

The Senior Manager of Customer Support is responsible for leading and managing the day-to-day operations of our customer support center, ensuring exceptional service delivery across all channels in a 24/7/365 environment. This role drives the strategic vision for customer support, oversees the fulfillment of customer needs, and continuously improves the customer experience. A key focus of this position is developing and mentoring support managers and team leads to build a strong, engaged, and high-performing organization that retains top talent.

Responsibilities

Customer Support Leadership:
- Oversee daily customer support operations to ensure all inquiries, issues, and service requests are resolved promptly and effectively.

- Maintain consistent, high-quality support across phones, email, chat, and other channels.
- Manage staffing plans and schedules to ensure seamless 24/7/365 coverage.

Operations Management:

- Oversee daily operations center activities, ensuring high-quality customer interactions, effective order scheduling, and timely resolution of inquiries.

-Manage dispatch operations to ensure orders are fulfilled accurately and efficiently according to customer requirements.

-Monitor order flow from intake through completions, proactively addressing delays or issues.

Customer Experience & Continuous Improvement:
- Champion a customer-centric culture by putting the customer at the heart of all decisions.
- Monitor service levels, response times, and customer satisfaction scores, taking proactive steps to exceed benchmarks.
- Identify and implement process improvements to enhance the customer journey and reduce friction.

Team Development & Retention:
- Hire, train, and develop customer support managers and team leaders to build strong leadership pipelines.
- Provide ongoing coaching, mentorship, and performance feedback to drive team engagement and retention.
- Foster an inclusive, respectful, and collaborative work environment that aligns with company values.

-Conduct regular team meetings and one-on-ones to set expectations, provide feedback, and celebrate success.

Performance Management & Reporting:
- Establish and track key performance indicators (KPIs) such as first contact resolution, and average response times.
- Generate and present regular reports to senior leadership with insights and action plans.

Cross-Functional Collaboration:
- Partner closely with product, operations, and sales teams to ensure customer feedback is captured and acted upon.
- Serve as an escalation point for critical customer issues, ensuring swift resolution.

Quality & Compliance:
- Ensure support operations comply with internal policies and any relevant regulatory requirements.
- Promote a safe and secure environment for both customers and employees.

In addition to the functions listed above, the employee is expected to act in accordance with company values, vision and mission, to exercise honesty, integrity and respect with all clients and co-workers, demonstrate leadership, maintain a professional appearance and demeanor, demonstrate a positive attitude, communicate effectively with co-workers and clients, work with accuracy, efficiency and close attention to detail, maintain good attendance by working when and where directed, respect the work environment and keep it as neat and clean as possible and exercise initiative to learn new skills and tasks. The employee is also expected to perform other duties and functions as required.

Qualifications

- Bachelor's degree in Business Administration, Communications, or a related field (Master's preferred).
- 7+ years of leadership experience in customer support or contact center operations, including managing teams in a 24/7 environment.
- Proven success in improving customer satisfaction and driving operational excellence.
- Strong experience in developing managers and building engaged, high-performing teams.
- Excellent problem-solving, communication, and interpersonal skills.
- Familiarity with customer support platforms and reporting tools.

- Steel toed boots or the ability to obtain prior to employment.

Key Competencies:

- Strategic leadership with hands-on operational capability
- Passion for delivering exceptional customer experiences
- Expertise in data-driven decision-making and process improvement
- Talent development with a focus on coaching and mentorship
- Adaptability to lead in a fast-paced, ever-changing environment
- Willingness to work flexible hours to support a global, 24/7 customer base