Customer Support Manager

This is a fully remote position, open to applicants in North America.

📋 Description

• Oversee comprehensive service operations throughout the Americas, managing the process from initial contact to final resolution.

• Establish, monitor, and enhance key performance indicators (KPIs) such as customer satisfaction (CSAT), response time, resolution time, backlog, and service quality.

• Develop a Technical Support Center of Excellence, which includes remote assistance and escalation governance.

• Serve as the primary escalation point for significant customer and technical issues, leading structured root-cause analysis and implementing lasting solutions.

• Collaborate with teams across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global divisions to enhance overall performance.

• Spearhead a vital CRM transition from IFS to Microsoft Dynamics 365, ensuring stable workflows and keeping customers informed throughout the process.

• Manage budget delivery, forecasting, and align short, medium, and long-term priorities with our service strategy.

• Cultivate a team environment where members understand what success looks like, feel encouraged to voice their opinions, and can perform at their best.

⛳️ Requirements

• A minimum of 8 years of experience in customer service, technical support, or service operations, including at least 5 years in leadership roles.

• Proven experience in leading regional, remote, or multidisciplinary teams within a service context.

• Background in establishing or scaling support operations, including frameworks for escalation and performance review processes.

• Proficient in utilizing CRM or ERP data to manage service operations, including case management, escalations, dashboards, and KPIs.

• Experience in leading or assisting with CRM or ERP implementations and their integration into service workflows.

• Willingness to travel across North and Latin America, typically ranging from 25 to 50 percent depending on business needs, and capability to obtain and maintain a valid passport.

• Ability to drive without restrictions in your country of residence.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage with 100% of employee premiums paid.

• 31 days of paid time off (PTO) annually, which includes vacation, sick days, and holidays, with increases based on tenure.

• 401(k) plan with a 100% match on the first 4% of employee contributions.

• 8 weeks of fully paid parental leave available for eligible employees.

• Up to 4 days of paid bereavement leave to support employees during times of personal loss.

• Employee Assistance Program that promotes mental, emotional, and financial well-being.

• Inclusive workplace culture that prioritizes diversity, well-being, and teamwork.

• Opportunities for global career advancement supported by a strong track record of internal promotions.