Senior Customer Support Manager

Job Summary

Leading workforce execution across teams and skill sets, the full-time salaried Senior Customer Support Manager will optimize work distribution, enhance operational performance, and drive customer experience initiatives while managing a centralized planning function.

Key Responsibilities

• Ensure customer work is routed effectively based on proficiency, capacity, and business priority
• Provide strategic oversight of forecasting, capacity planning, and real-time performance management
• Drive strategies to improve customer outcomes, service effectiveness, and operational performance

Required Qualifications

• 7+ years of experience in Customer Operations, workforce/resource planning, or operational strategy
• 5+ years of people leadership experience, including leading complex cross-functional teams
• 3+ years of experience in contact center customer support/service operations
• Deep understanding of forecasting, capacity planning, and workload management
• Bachelor's degree in Business, Information Technology, Operations, or related field preferred