Customer Support Manager

culinarydepot; Village of Spring Valley (NY); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off

Paid holidays

Job summary

Culinary Depot is seeking a Customer Support Manager to lead the service department, drive timely resolutions, and uphold service standards for customers, vendors, and technicians.

The role focuses on developing scalable processes, mentoring coordinators, and delivering measurable improvements in customer satisfaction and departmental efficiency.

Qualifications

• Experience leading a service, support, or operations team.
• Highly organized with sound judgment under pressure.
• Strong sense of urgency and follow-through.
• Ability to hold vendors accountable with empathy.
• Process-oriented with proven efficiency improvements.
• Experience in foodservice equipment or field service coordination preferred.

Responsibilities

• Manage response and resolution times across all open service cases, with a focus on reducing aging and unresolved cases
• Establish consistent, proactive customer communication standards and serve as the point of escalation for complex or sensitive cases
• Hold vendors, technicians, and Authorized Service Agents accountable to agreed service standards and timelines, and strengthen those relationships to accelerate resolutions
• Monitor vendor performance, warranty claims, and reimbursement
• Improve tracking and visibility across parts, vendors, technicians, and warranties
• Develop scalable service processes and identify opportunities to automate workflows and customer status updates
• Own department reporting and KPIs, including response times, open case volume, vendor delays, and resolution timelines
• Train, coach, and develop the service coordinators, and establish a departmental culture of urgency, ownership, and accountability

Skills

Leadership

Vendor management

Customer service

Process improvement

Data analysis

Team coaching

Cross-functional

Job description

Culinary Depot is a national distributor of foodservice equipment and supplies serving restaurants, institutions, and commercial kitchens. The Customer Support Manager directs the service department and is accountable for the quality, speed, and consistency of the post-sale customer experience.

This role oversees the service coordinators, manages vendor and technician performance, and develops the processes and reporting required to resolve cases efficiently and at scale.

Key Responsibilities

• Manage response and resolution times across all open service cases, with a focus on reducing aging and unresolved cases
• Establish consistent, proactive customer communication standards and serve as the point of escalation for complex or sensitive cases
• Hold vendors, technicians, and Authorized Service Agents accountable to agreed service standards and timelines, and strengthen those relationships to accelerate resolutions
• Monitor vendor performance, warranty claims, and reimbursement
• Improve tracking and visibility across parts, vendors, technicians, and warranties
• Develop scalable service processes and identify opportunities to automate workflows and customer status updates
• Own department reporting and KPIs, including response times, open case volume, vendor delays, and resolution timelines
• Train, coach, and develop the service coordinators, and establish a departmental culture of urgency, ownership, and accountability

Measures of Success

• Consistent, reliable service delivery and improved customer satisfaction
• Measurable reduction in vendor delays and customer escalations
• Increased automation and reduced manual follow-up
• A well-organized, accountable service department positioned to scale

Qualifications

• Demonstrated experience leading a service, support, or operations team
• Highly organized and detail-oriented, with sound judgment under pressure
• Strong sense of urgency and follow-through across competing priorities
• Ability to hold vendors accountable while maintaining a professional, empathetic approach with customers, and to develop that capability in others
• Process-oriented, with a track record of improving operational efficiency
• Experience in foodservice equipmentor field service coordination preferred

Compensation and Benefits

Health insurance, 401(k) with company match, paid time off, and paid holidays.