Customer Support Manager

Customer Satisfaction: Maintain CSAT above 90%, improve customer feedback participation, and ensure timely resolution of escalated customer concerns.

Service Performance: Meet or exceed established KPIs for customer response times, abandoned calls, ticket resolution, and SLA compliance.

Team Effectiveness: Improve employee performance, retention, and technical capabilities through coaching, development, and accountability.

Operational Excellence: Drive continuous improvements in support processes, efficiency, and cross-functional issue resolution.

Lead and manage a large Customer Support Center team, including hiring, performance management, employee development, coaching, and succession planning.

Establish clear performance expectations, individual goals, and accountability while fostering a culture of teamwork, continuous improvement, and customer-focused service.

Provide leadership and direction to Shift Specialists, ensuring effective execution of daily operations, service standards, work prioritization, and customer escalation processes.

Serve as the primary management escalation point for significant customer concerns, taking ownership of issues from initial assessment through resolution, including direct customer engagement and follow-up to ensure customer satisfaction.

Build strong cross-functional relationships with Sales, Product Management, Engineering, Operations, and Field Service to resolve complex customer issues, address organizational barriers, and improve service delivery.

Lead the response to critical customer situations and service disruptions, coordinating internal resources, establishing action plans, communicating with stakeholders, and ensuring timely resolution.

Establish, implement, and maintain operational policies, procedures, and service expectations to ensure consistent, effective customer support across all shifts.

Monitor customer support performance metrics, including response times, abandoned calls, ticket resolution, SLA compliance, and customer satisfaction; identify performance gaps and drive corrective actions.

Evaluate staffing, scheduling, workload distribution, and employee capabilities to ensure resources are effectively aligned with customer demand and business priorities.

Identify and implement opportunities to improve customer experience, employee effectiveness, support processes, training, documentation, and technology utilization.

Minimum 2 years of experience directly managing employees in an oil and gas operations, technical service, or customer support environment, with demonstrated success in employee development, performance management, and accountability.

Proven ability to manage complex customer escalations, resolve customer dissatisfaction, and coordinate solutions across multiple departments through resolution.

Strong leadership, crisis-management, decision-making, and problem-solving skills, with the ability to manage competing priorities in high-pressure situations.

Excellent communication, interpersonal, and conflict-resolution skills, with demonstrated ability to build relationships and influence stakeholders across the organization.

Strong understanding of customer support operations, service delivery processes, performance metrics, and continuous improvement practices.

Bachelor's degree in Business, Engineering, Information Technology, Operations, or a related field preferred; equivalent experience considered.

Experience managing a 24/7 technical support organization, with knowledge of oil and gas instrumentation, communications, digital solutions, and customer support platforms such as Zendesk preferred.