Manager, Commercial Customer Support

Job Summary

Leading Commercial Customer Support operations, the full-time Manager, Commercial Customer Support will oversee a multi-state business customer base, ensuring a best-in-class customer experience while managing supervisors and frontline teams remotely.

Key responsibilities

• Lead and develop Commercial Customer Support teams to enhance customer experience and operational performance
• Manage complex customer issues, billing inquiries, and escalations, ensuring timely resolution and follow-up
• Analyze performance data to identify trends and implement action plans for continuous improvement in customer outcomes

Required qualifications

• 5+ years of experience in customer support, account management, or related leadership roles
• 3+ years of leadership experience managing teams in a customer-focused environment
• Proven ability to handle complex customer issues and escalations effectively
• Experience leading remote or geographically dispersed teams
• Strong analytical skills and ability to interpret contracts and service agreements