Customer Support Manager

Woodward HRT, Inc.; Fort Collins (CO); On-site; USD 61,000 - 110,000; Full time

Benefits offered by this job

401(k) match

Stock contribution

Tuition reimbursement

Health, dental, vision insurance

Paid holidays

Job summary

Woodward HRT, Inc. is seeking a customer support leader to manage daily operations and drive service excellence. You will mentor staff, monitor metrics, and ensure efficient issue resolution while maintaining high standards of customer care.

The role emphasizes procedure adherence, knowledge documentation, and data-driven improvements to support KPIs and demand. A collaborative, proactive mindset is essential.

Qualifications

• Experience delivering customer support or leading a support team.
• Strong communication and problem-solving skills.
• Ability to analyze support metrics and drive improvements.

Responsibilities

• Oversee daily customer support operations and ensure timely resolutions.
• Monitor performance metrics and provide coaching to the team.
• Develop knowledge base articles and support materials.
• Maintain documentation and support procedures.

Skills

Communication

Problem Solving

Technical Proficiency

Time Management

Team Collaboration

Conflict Resolution

Data Analysis

Accountability

Customer Service Orientation

Organizational Skills

Job description

Woodward is committed to creating a great workplace for all team members. Our company and its members are committed to acting with integrity, being respectful and accountable to one another, and staying humble and driven, while maintaining the highest professional and ethical standards.We are steadfastly committed to attracting the best talent across our communities creating a rewarding workplace. Together we are fulfilling our purpose to design and deliver energy control solutions our partners count on to power a clean future.Woodward supports our members’ wellbeing and regularly benchmarks with other companies in our industry to offer an extensive Total Reward package for this position. Salary will be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.Level I:Estimated annual base pay: $61,000(minimum) - $79,000(midpoint) - $98,000(maximum)Level II:Estimated annual base pay: $69,000(minimum) - $90,000(midpoint) - $110,000(maximum)All members included in annual cash bonus opportunity.401(k) match (4.5%)Annual Woodward stock contribution (5%)Tuition reimbursement and Training/Professional Development opportunities for all members12 paid holidaysIndustry leading medical, dental, and vision Insurance upon date of hireVacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave.Paid parental leave.Adoption AssistanceEmployee Assistance Program, including mental health benefits.Member Life & AD&D / Long Term Disability / Member Optional LifeMember referral bonusSpouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible SpendingVoluntary benefits, including:Home / Auto Insurance discountsWhole Life Insurance / Critical Illness Insurance / Legal Assistance / Military LeaveLevel IKey Responsibilities:Manage Customer Communication: Handles customer questions and issues through various communication channels promptly and professionally.Mentor Support Team: Guides and supports team members to ensure effective and efficient resolution of customer problems.Maintain Support Documentation: Develops and updates knowledge base articles and support materials for both customers and team members.Monitor Performance Metrics: Tracks and analyzes key performance indicators to assess team performance and identify improvement opportunities.Implement Support Procedures: Adheres to and enforces standardized support processes to ensure consistent and high quality customer service.Key Skills:Communication: Effectively conveys information to customers and team members to ensure clear understanding and resolution of issues.Problem-Solving: Utilizes established procedures to address and resolve standard customer inquiries and challenges.Technical Proficiency: Proficient in using customer support software and tools to manage interactions.Time Management: Efficiently prioritizes and manages time to handle multiple customer requests and meet response deadlines.Team Collaboration: Works collaboratively with team members to achieve support objectives and maintain high service standards.Conflict Resolution: Manages and resolves customer complaints and conflicts in a professional and constructive manner.Data Analysis: Analyzes customer feedback and support metrics to identify trends and inform service improvements.Accountability: Takes responsibility for individual contributions and strives to meet personal and team goals.Customer Service Orientation: Demonstrates a strong commitment to providing excellent customer service and enhancing customer satisfaction.Organizational Skills: Maintains structured records and documentation for customer interactions to ensure efficient service delivery.Level IIKey Responsibilities:Oversee Support Operations: Manages daily activities of the customer support team to ensure prompt and effective resolution of customer inquiries.Monitor Team Performance: Evaluates team metrics and individual performance, providing feedback and coaching to enhance service quality.Implement Process Improvements: Analyzes existing support procedures and introduces enhancements to increase efficiency and customer satisfaction.Resolve Escalated Issues: Addresses complex customer problems by applying technical expertise and company policies to achieve satisfactory outcomes.Generate Performance Reports: Creates and reviews detailed reports on support metrics to identify trends and inform strategic decision making.Key Skills:Customer Relationship Management: Expert in managing and enhancing customer interactions to ensure satisfaction and loyalty.Effective Communication: Proficient in conveying complex information clearly and effectively to team members and customers.Problem Solving: Skilled in identifying issues, analyzing solutions, and implementing effective resolutions in straightforward scenarios.Leadership: Ability to provide informal guidance and mentorship to new team members, fostering a collaborative environment.Process Improvement: Experienced in evaluating and optimizing customer support processes to enhance efficiency and quality.Data Analysis: Competent in analyzing support metrics and data to inform decision making and strategic planning.Technical Expertise: Strong understanding of customer support technologies and platforms to effectively manage team operations.Conflict Resolution: Adept at managing and resolving customer and team conflicts to maintain a positive support environment.Time Management: Effective in prioritizing tasks and managing time to meet support objectives and team goals.Policy Compliance: Knowledgeable in company guidelines and policies, ensuring all support activities adhere to established standards.Application window is anticipated to close 30 days from original posting date.This information is provided in compliance with the Colorado Equal Pay for Equal Work Act and is the company’s good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.This position requires use of information which is subject to the International Traffic in Arms Regulations (ITAR) and/or the Export Administration Regulations (EAR). All applicants must be U.S. Persons within the meaning of the ITAR and EAR, or eligible to obtain all required authorizations from the U.S. Department of State and/or the U.S. Department of Commerce. The ITAR defines a U.S. Person as a U.S. citizen or national, lawful permanent resident (i.e., 'Green Card holder'), or a protected person (e.g., asylee, or refugee).Woodward is an equal opportunity employer and does not discriminate in hiring or employment on the basis of race, color, religion, sex (including sexual orientation and gender identity), national origin, age, disability, protected veteran status, or any other category protected under federal, state, or local laws.