Customer Support Manager

Inceed; Edmond (OK); On-site; USD 59,000 - 72,000; Full time

Job summary

Inceed is seeking a Customer Support Manager to join their client team in a hands-on leadership role. You will lead distributor conversations, oversee warranty resolution, and ensure strong customer relationships through clear communication and proactive problem solving.

The role blends team leadership with escalated support, requiring calm under pressure and a focus on driving solutions that protect key distributor partnerships and product integrity.

Qualifications

• 5+ years of customer service or support experience.
• 3+ years in a leadership or supervisory role.
• B2B customer relationships with distributors or channel partners.
• Experience negotiating with frustrated customers.
• Working understanding of product assembly and component parts.
• Experience tracking and resolving warranty claims.
• Strong analytical and critical thinking skills.
• Ability to coach and guide a team in a fast-paced environment.

Responsibilities

• Lead distributor conversations through order and lead-time issues.
• Handle escalated warranty claims from intake through final resolution.
• Evaluate claims using assembly drawings, parts lists, and product knowledge.
• Coach and support the customer support and warranty teams daily.
• Monitor team coverage, queues, staffing, and service levels.
• Partner with Operations, Shipping, Product, and Quality teams.
• Track warranty trends, resolution times, and cost impacts.
• Maintain team knowledge base content and customer response templates.
• Approve time entries, time-off requests, and weekly payroll.

Skills

Leadership

Customer service

B2B relations

Warranty resolution

CRM/ERP/VOIP

Team coaching

Analytical thinking

Product knowledge

Negotiation

Tools

CRM systems

ERP systems

VOIP tools

Job description

Compensation: $65k + annually, depending on experience

Inceed has partnered with a great company to help find a skilled Customer Support Manager to join their team!

This is a strong opportunity for a customer-focused leader who thrives in a hands-on environment and enjoys building trust with distributors. This role blends team leadership, escalated customer support, and warranty resolution, making it ideal for someone who can stay calm under pressure, communicate clearly, and drive solutions that protect and strengthen key relationships.

Key Responsibilities & Duties

• Lead distributor conversations through complex order and lead-time issues
• Handle escalated warranty claims from intake through final resolution
• Evaluate claims using assembly drawings, parts lists, and product knowledge
• Coach and support the customer support and warranty teams daily
• Monitor team coverage, queues, staffing, and service levels
• Partner with Operations, Shipping, Product, and Quality teams
• Track warranty trends, resolution times, and cost impacts
• Maintain team knowledge base content and customer response templates
• Approve time entries, time-off requests, and weekly payroll

Required Qualifications & Experience

• 5+ years of customer service or support experience
• 3+ years in a leadership or supervisory role
• B2B customer relationship experience with distributors or channel partners
• Experience negotiating with frustrated customers
• Working understanding of product assembly and component parts
• Experience tracking and resolving warranty claims
• Strong analytical and critical thinking skills
• Ability to coach and guide a team in a fast-paced environment
• Experience using customer service systems, CRM, ERP, or VOIP tools

Nice to Have Skills & Experience

• Manufacturing experience
• Supply chain experience
• Experience supporting product launches or process changes
• Experience developing team metrics and reporting
• Familiarity with warranty trend analysis
• This opportunity includes a comprehensive and competitive benefits package—details will be shared during later stages of the hiring process.

Other Information

• Standard office environment with regular direct customer contact
• Periodic travel to local client or company locations
• Strong focus on communication, accountability, and customer experience

Our client unable to provide sponsorship at this time.

We are Inceed, a staffing direct placement firm who believes in the possibility of something better. Our mission is simple: We’re here to help every person, whether client, candidate, or employee, find and secure what’s better for them.

Inceed is an equal opportunity employer.

Inceed prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.