Customer Support Manager

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

Benefits offered by this job

401(k) match

Stock contribution

Tuition reimbursement

Holidays

Medical/dental/vision

Parental leave

Adoption assistance

EAP with mental health

Life insurance

Referral bonus

Flexible spending

Voluntary benefits

Job summary

Woodward is seeking a customer support specialist to help manage inquiries across channels. The role emphasizes timely communication, knowledge base maintenance, and performance tracking, with opportunities to mentor junior staff and contribute to process improvements.

Level I and II responsibilities focus on resolving questions, documenting solutions, and driving high-quality service while enjoying a comprehensive benefits package and paid time off in a collaborative environment.

Qualifications

• Experience in customer support roles.
• Strong communication across channels.
• Ability to document and share knowledge.

Responsibilities

• Manage customer communication across channels promptly and professionally.
• Mentor and support team members for effective issue resolution.
• Maintain and update knowledge base articles and support materials.
• Track and analyze performance metrics to identify improvement opportunities.
• Enforce standardized support processes to ensure high-quality service.

Skills

Communication

Problem Solving

Technical Proficiency

Time Management

Team Collaboration

Conflict Resolution

Data Analysis

Accountability

Customer Service

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 members
• 12 paid holidays
• Industry leading medical, dental, and vision Insurance upon date of hire
• Vacation / Sick Time / Vacation Buy-up / Short Term Disability / Bereavement leave.
• Paid parental leave.
• Adoption Assistance
• Employee Assistance Program, including mental health benefits.
• Member Life & AD&D / Long Term Disability / Member Optional Life
• Member referral bonus
• Spouse / Child Optional Life / Optional AD&D / Healthcare and Dependent Care Flexible Spending
• Voluntary benefits, including:
• Home / Auto Insurance discounts
• Whole Life Insurance / Critical Illness Insurance / Legal Assistance / Military Leave

Level I

Key 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 II

Key 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 infor