Head of Order Support & Customer Care

Acuity; Conyers (GA); On-site; USD 75,000 - 110,000; Full time

Job summary

Acuity Inc. is seeking a Manager – Order Support to lead a frontline team serving U.S. customers, driving operational performance, escalation handling, and process improvements. You will foster ownership and accountability while shaping the service model for two high-volume regions.

The role emphasizes coaching, KPIs, and cross-functional collaboration to deliver superior customer support and structured organizational development across the Order Support function.

Qualifications

• Over 3 years of experience in customer-facing roles.
• Proven experience leading operationally complex, customer-facing teams.
• Strong KPI/data analysis skills.
• Excellent communication and stakeholder-management skills.
• Ability to remain calm and decisive during escalations.
• Strong coaching and employee-development skills.
• Experience leading change initiatives and creating structure in evolving environments.
• Comfortable working with workflow systems, CRM platforms, and Customer Support tools.
• Strong customer-centric mindset and ownership mentality

Responsibilities

• Lead the performance and daily operations of a frontline Customer/Order Support team.
• Manage high-priority customer escalations and resolve issues quickly.
• Build a culture of ownership, accountability, and urgency.
• Coach, mentor, and develop frontline representatives.
• Identify high-potential employees and develop future team leaders.
• Monitor KPIs and use data to identify opportunities for improvement.
• Identify operational inefficiencies and implement process improvements.
• Partner with Customer Support leadership and cross-functional teams.
• Support improvements to systems, metrics, and the overall service model.
• Build cross-training and coverage strategies to maintain operational continuity.
• Contribute to long-term departmental and regional strategy

Skills

Customer-facing experience

People leadership

KPI analysis

Communication skills

Stakeholder management

Calm under pressure

Tools

CRM platforms

Workflow systems

Job description

Acuity Inc. is seeking a Manager – Order Support to lead a frontline team serving U.S. customers, driving operational performance, escalation handling, and process improvements. You will foster ownership and accountability while shaping the service model for two high-volume regions.

The role emphasizes coaching, KPIs, and cross-functional collaboration to deliver superior customer support and structured organizational development across the Order Support function.