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About the job

Customer Satisfaction

Maintain customer satisfaction (CSAT) above 90%.

Improve customer feedback participation.

Ensure timely and effective resolution of escalated customer concerns.

Service Performance

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

Maintain consistent customer support service standards across shifts.

Team Effectiveness

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

Build a customer-focused team culture.

Operational Excellence

Improve support center processes, service efficiency, and cross-functional issue resolution.

Identify opportunities to improve customer experience and support operations.

Customer Support Center Leadership

Lead and manage customer support center employees, including hiring, coaching, performance management, employee development, and succession planning.

Establish clear performance expectations, individual goals, and accountability.

Provide leadership and direction to Shift Specialists to ensure effective daily operations and consistent service delivery.

Evaluate staffing, scheduling, workload distribution, and employee capabilities to support customer demand and business priorities.

Foster a culture of teamwork, continuous improvement, and customer-focused service.

Customer Escalation Management

Serve as the primary management escalation point for significant customer concerns.

Take ownership of escalated customer issues from initial assessment through resolution.

Engage directly with customers to address concerns, communicate action plans, and ensure appropriate follow-up.

Coordinate responses to critical customer situations and service disruptions.

Partner with Sales, Product Management, Engineering, Operations, and Field Service to resolve complex customer issues.

Support Center Performance

Monitor and improve customer support KPIs, including CSAT, response times, abandoned calls, ticket resolution, and SLA compliance.

Identify performance gaps and implement corrective actions.

Establish and maintain operational policies, procedures, and service expectations.

Ensure consistent customer support processes across shifts.

Use performance reporting and customer feedback to identify improvement opportunities.

Continuous Improvement

Identify opportunities to improve support workflows, training, documentation, and technology utilization.

Implement process improvements that increase service efficiency and customer satisfaction.

Strengthen collaboration between customer support and other departments.

Support employee development and operational consistency through standardized processes.

Minimum of two years of direct employee management experience within a customer support or call center environment within the Oil & Gas or Energy sector.

Professional experience within the oil and gas industry, with demonstrated understanding of oil and gas customers and service operations.

Experience managing customer-facing support employees, including coaching, performance management, employee development, and accountability.

Demonstrated experience overseeing customer support operations, customer escalations, and issue resolution.

Experience monitoring customer support performance metrics, including service levels, response times, customer satisfaction, and resolution performance.

Strong leadership, decision-making, problem-solving, and conflict-resolution skills.

Ability to manage competing priorities and customer escalations in a fast-paced environment.

Strong communication skills and demonstrated ability to collaborate across departments.

Preferred Qualifications

Experience managing a structured customer support center within an oilfield equipment, products, technology, or services organization.

Experience supervising Shift Specialists, team leads, or customer support supervisors.

Experience managing customer support operations across multiple shifts or within a 24/7 environment.

Familiarity with oil and gas instrumentation, communications, digital solutions, and related customer support processes.

Experience with Zendesk or comparable customer support and ticket management platforms.

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