Customer Support & Experience Leader

NextShining; Cincinnati (OH); On-site; USD 46,000 - 50,000; Full time

Job summary

NextShining is seeking a Customer Support Manager to oversee daily customer support activities, guide the team, and ensure professional service from initial contact through resolution.

You will improve service quality, support internal workflows, and maintain a customer-focused, collaborative environment, with opportunities to take on greater leadership responsibilities as the company grows. This is a full-time role based in Cincinnati, OH with a competitive salary.

Qualifications

• Excellent communication and interpersonal abilities.
• Strong leadership and decision-making skills.
• Organizational skills with ability to manage multiple priorities.
• Problem-solving and proactivity in addressing customer needs.
• Professional and customer-focused approach.

Responsibilities

• Lead and support daily customer service operations.
• Provide guidance and direction to customer support team members.
• Handle customer questions, concerns, and escalations professionally.
• Monitor interactions to maintain high service standards.
• Help establish clear and efficient support procedures.
• Identify recurring concerns and recommend solutions.
• Coordinate with other departments when needed.
• Track service performance and drive improvements in response quality and efficiency.
• Maintain accurate records of interactions and resolutions.
• Promote a customer-focused and professional work environment.

Skills

Communication

Leadership

Problem solving

Organization

Multitasking

Decision making

Team collaboration

Attention to detail

Learning agility

Job description

NextShining is seeking a Customer Support Manager to oversee daily customer support activities, guide the team, and ensure professional service from initial contact through resolution.

You will improve service quality, support internal workflows, and maintain a customer-focused, collaborative environment, with opportunities to take on greater leadership responsibilities as the company grows. This is a full-time role based in Cincinnati, OH with a competitive salary.