Manager, Residential Customer Support

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

📋 Description

• Guide Residential Customer Support supervisors, leads, and frontline support teams throughout a multi-state operation.

• Take ownership of performance across various customer experience metrics, operational performance indicators, Escalation Management, Employee Engagement, and other essential customer support performance measures.

• Examine customer, operational, and employee performance data to discover trends, tackle root causes, and enhance both customer and business outcomes while balancing customer experience with business goals.

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

• Detect and remove customer friction points while promoting enhancements that streamline the customer experience, minimize repeat contacts, and resolve underlying root causes.

• Cultivate a customer-focused culture centered around accountability, responsiveness, continuous improvement, and the delivery of outstanding customer experiences.

• Assist customers throughout their lifecycle, including billing support, payments, account maintenance, service modifications, move requests, and general account support requirements.

• Spot opportunities to enhance customer outcomes through product education, appropriate service offerings, and the promotion of solutions that best align with customer needs.

• Aid in service reconnection efforts and customer retention initiatives by assisting customers in navigating payment and account-related challenges.

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

• Steer teams through organizational transitions, system implementations, integration activities, and process enhancement initiatives.

• Address escalated customer issues with urgency and ensure prompt and effective resolutions while conducting root cause analyses to avert future escalations.

• Collaborate across the organization to enhance customer outcomes, operational efficiency, and service delivery.

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

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

⛳️ Requirements

• A minimum of 5 years in customer support, contact center operations, customer experience, billing operations, collections, or similar leadership roles.

• At least 3 years of leadership experience overseeing supervisors, team leads, or comparable leadership positions.

• Proven experience in managing high-volume customer service, customer support, billing, collections, or contact center operations.

• Established success in enhancing operational performance through coaching, accountability, data analysis, and process improvement.

• Strong analytical, problem-solving, decision-making, and communication capabilities.

• Ability to juggle multiple priorities in a dynamic and fast-paced environment.

• Experience in leading remote or geographically distributed teams.

• Willingness to travel occasionally as business needs arise.

🏝️ Benefits

• Competitive salary ($89 - 105K DOE).

• Attractive short-term and long-term bonus plans.

• 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) with 4% company match and immediate 100% vesting.

• Employee Assistance Program.

• Employee Referral Program.

• Additional perks: Free services for those residing within the service area, opportunities for career advancement, and a collaborative work environment.