Customer Support Manager: Lead & Elevate Service

11 & A1 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

Paid holidays

Medical/dental/vision insurance

Paid parental leave

Adoption assistance

Employee assistance program

Life/AD&D

Referral bonus

Flexible Spending

Job summary

Woodward is seeking a Level I/II Customer Support leader to manage daily operations, mentor a team, and improve documentation and processes. The role emphasizes metrics-driven performance, cross-functional collaboration, and delivering high-quality customer service across multiple channels.

The position includes a comprehensive benefits package and an opportunity to influence support strategy within a global energy solutions company.

Qualifications

• Handles customer questions and issues through various communication channels promptly and professionally.
• Guides and supports team members to ensure effective resolution of customer problems.
• Develops and updates knowledge base articles and support materials.

Responsibilities

• Oversee daily operations of the customer support team.
• Evaluate team metrics and provide coaching to enhance service quality.
• Analyze support procedures to increase efficiency and customer satisfaction.
• Address escalated issues using technical expertise and company policies.
• Generate reports on support metrics for strategic planning.

Skills

Communication

Problem Solving

Technical Proficiency

Time Management

Team Collaboration

Conflict Resolution

Data Analysis

Accountability

Customer Service Orientation

Organizational Skills

Tools

Customer support software

Job description

Woodward is seeking a Level I/II Customer Support leader to manage daily operations, mentor a team, and improve documentation and processes. The role emphasizes metrics-driven performance, cross-functional collaboration, and delivering high-quality customer service across multiple channels.

The position includes a comprehensive benefits package and an opportunity to influence support strategy within a global energy solutions company.