Manager, Commercial Customer Support

This is a fully remote position, open to applicants in Alabama, +8 more states.

📋 Description

• Provide leadership to Commercial Customer Support supervisors, leads, and frontline support teams catering to a diverse range of business clients across multiple states.

• Take ownership of performance metrics related to customer experience, operational efficiency, escalation management, employee engagement, and other essential commercial customer support performance indicators.

• Foster and sustain a customer-focused culture that emphasizes responsiveness, professionalism, accountability, and the development of enduring customer relationships.

• Examine customer, operational, and employee performance data to uncover trends, address underlying issues, and enhance customer and business results.

• Create and implement action plans aimed at enhancing customer experience, operational performance, and team efficiency.

• Oversee intricate customer issues, billing inquiries, service requests, account modifications, and escalations, ensuring timely follow-ups and resolutions.

• Assist customers throughout the entire commercial customer lifecycle, which includes account maintenance, billing assistance, service adjustments, contract inquiries, and ongoing account support requirements.

• Cultivate team proficiency in commercial products and services, encompassing data, voice, hosted communications, transport, and other business solutions.

• Recognize opportunities to enhance customer outcomes through product education, service optimization, and tailored solutions that meet customer demands.

• Establish robust partnerships with Sales, Commercial Project Management, Service Delivery, Billing Operations, Technical Support, and other internal teams to guarantee a seamless customer experience.

• Guide teams through organizational changes, system implementations, integration processes, and initiatives geared towards process improvement.

• Recruit, mentor, and coach supervisors, leads, and frontline team members while enhancing leadership capabilities and succession planning.

• Address escalated customer issues with a strong sense of urgency, ensuring consistent communication, proactive follow-ups, and prompt resolutions.

• Own operational performance outcomes by actively identifying emerging risks, customer trends, and improvement opportunities, and driving timely corrective actions.

• Regularly update leadership on operational results, customer risks, challenges, and action plans.

• Perform other duties as assigned.

⛳️ Requirements

• A minimum of 5 years of experience in customer support, account management, customer success, commercial operations, telecommunications, or similar leadership roles.

• At least 3 years of leadership experience managing supervisors, team leads, account management teams, or similar leadership positions.

• Proven experience supporting business clients in a high-touch, relationship-oriented environment.

• Demonstrated success in managing complex customer issues, escalations, and cross-functional projects.

• Excellent analytical, problem-solving, decision-making, and communication abilities.

• Proficient in interpreting contracts, billing structures, service agreements, and customer requirements.

• Ability to cultivate strong relationships with customers and internal stakeholders while upholding professionalism and accountability.

• Capacity to manage multiple priorities in a dynamic and fast-paced environment.

• Experience leading remote or geographically dispersed teams.

• Willingness to travel periodically as business needs dictate.

🏝️ Benefits

• Competitive salary

• Attractive short-term and long-term bonus plans

• Comprehensive medical, dental, and vision plans starting on day one!

• Life insurance coverage for self, spouse, and children

• Paid time off (PTO) of up to 20 days

• 10 paid holidays

• 401(k) plan with a 4% company match and immediate 100% vesting

• Employee Assistance Plan

• Employee Referral Plan

• Complimentary services for residents within the service area

• Opportunities for career advancement

• A collaborative work environment