Manager, Commercial Customer Support

Job Summary

Leading the Commercial Customer Support operations, the fully remote Manager, Commercial Customer Support will oversee a multi-state team, ensuring exceptional customer experiences and operational performance while managing complex customer issues and fostering employee engagement.

Key responsibilities

• Lead and develop supervisors and frontline teams to support a diverse portfolio of business customers
• Own performance metrics related to customer experience, operational efficiency, and employee engagement
• Analyze data to improve customer outcomes and manage escalated customer concerns with urgency

Required qualifications

• 5+ years of experience in customer support, account management, or related leadership roles
• 3+ years of leadership experience managing teams in a high-touch customer environment
• Proven ability to manage complex customer issues and cross-functional initiatives
• Experience leading remote teams and managing multiple priorities in a fast-paced environment
• Strong analytical skills with the ability to interpret contracts and service agreements