Customer Support Manager
NOV · Houston, Texas, United States · hybrid
- Customer Satisfaction: Maintain CSAT above 90%, improve customer feedback participation, and ensure timely resolution of escalated customer concerns.
- Service Performance: Meet or exceed established KPIs for customer response times, abandoned calls, ticket resolution, and SLA compliance.
- Team Effectiveness: Improve employee performance, retention, and technical capabilities through coaching, development, and accountability.
- Operational Excellence: Drive continuous improvements in support processes, efficiency, and cross-functional issue resolution.
- Lead and manage a large Customer Support Center team, including hiring, performance management, employee development, coaching, and succession planning.
- Establish clear performance expectations, individual goals, and accountability while fostering a culture of teamwork, continuous improvement, and customer-focused service.
- Provide leadership and direction to Shift Specialists, ensuring effective execution of daily operations, service standards, work prioritization, and customer escalation processes.
- Serve as the primary management escalation point for significant customer concerns, taking ownership of issues from initial assessment through resolution, including direct customer engagement and follow-up to ensure customer satisfaction.
- Build strong cross-functional relationships with Sales, Product Management, Engineering, Operations, and Field Service to resolve complex customer issues, address organizational barriers, and improve service delivery.
- Lead the response to critical customer situations and service disruptions, coordinating internal resources, establishing action plans, communicating with stakeholders, and ensuring timely resolution.
- Establish, implement, and maintain operational policies, procedures, and service expectations to ensure consistent, effective customer support across all shifts.
- Monitor customer support performance metrics, including response times, abandoned calls, ticket resolution, SLA compliance, and customer satisfaction; identify performance gaps and drive corrective actions.
- Evaluate staffing, scheduling, workload distribution, and employee capabilities to ensure resources are effectively aligned with customer demand and business priorities.
- Identify and implement opportunities to improve customer experience, employee effectiveness, support processes, training, documentation, and technology utilization.
- Minimum 2 years of experience directly managing employees in an oil and gas operations, technical service, or customer support environment, with demonstrated success in employee development, performance management, and accountability.
- Proven ability to manage complex customer escalations, resolve customer dissatisfaction, and coordinate solutions across multiple departments through resolution.
- Strong leadership, crisis-management, decision-making, and problem-solving skills, with the ability to manage competing priorities in high-pressure situations.
- Excellent communication, interpersonal, and conflict-resolution skills, with demonstrated ability to build relationships and influence stakeholders across the organization.
- Strong understanding of customer support operations, service delivery processes, performance metrics, and continuous improvement practices.
- Bachelor's degree in Business, Engineering, Information Technology, Operations, or a related field preferred; equivalent experience considered.
- Experience managing a 24/7 technical support organization, with knowledge of oil and gas instrumentation, communications, digital solutions, and customer support platforms such as Zendesk preferred.