Manager - Customer Support

Responsibilities

• Leadership & Team Management
• Customer Experience & Service Delivery
• The Manager role-models customer champion behavior and drives consistent, high-quality customer experience across teams. They embed a First-Time Resolution and Right-First-Time culture, ensuring timely and effective issue resolution.
• Operational Performance & KPI Management
• Strategic Execution, Policy & Process Ownership
• The Manager determines appropriate skills, resources, and stakeholders required to deliver operational objectives. The role manages and evolves policies, procedures, and standards, adapting approaches and methods to simplify or extend solutions for optimal results.
• The Manager executes operational plans aligned to broader business priorities and contributes to the development of new or improved ways of working that increase service resilience and operational effectiveness.
• Continuous Improvement & Change Management
• The Manager embeds a continuous improvement mindset and leads improvement initiatives informed by performance data and customer insights. They identify opportunities to reduce inefficiency, minimize handoffs, and improve resolution speed and quality.
• The role leads Change Management initiatives, acting as a change sponsor to ensure adoption of new processes, tools, or structures. Change impacts are assessed, communicated clearly, and reinforced through leadership behaviors and performance management.
• Collaboration, Communication & Influence
• The role uses influence and persuasion when delivering messages relating to complex or sensitive matters and builds productive, outcome-focused working relationships across multiple teams and disciplines.
• Scope, Complexity & Impact
• The Manager may manage multiple teams through People Managers or direct Individual Contributors. The role addresses diverse and complex operational issues, assesses risk, and adapts methods or approaches to achieve the best outcomes.
• Decisions made in this position impact on departmental performance, operational cost, and customer outcomes, with a planning and impact horizon of up to one year
• Experience & Qualifications
• 5+ years leading managers and experience leading remote teams in KPI/SLA-driven environments.
• Demonstrated subject matter expertise across related operational and customer disciplines; recognized for strategic impact and judgment.
• Strong communication skills, including executive-level communication an

Benefits

Additional Information

Manager, Customer Support Job Summary The Manager is accountable for delivering high-quality, responsive customer outcomes, consistently achieving SLAs and KPIs, reducing resolution times, and driving customer satisfaction and retention. The role is responsible for designing and delivering long-term solutions that address immediate business needs while balancing service quality, cost, and efficiency. This position manages end-to-end service delivery across multiple related operational areas, which may include Customer Care, Order Entry, and Collections. Decisions made in this role directly impact departmental costs, performance, and objectives, with influence on business targets extending up to one year.

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Company Intel

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