Senior Customer Support Manager | Hybrid | KPI-Driven

Arrow Electronics; Downers Grove (IL); Hybrid; USD 80,000 - 88,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with matching

Disability insurance

HSA/HRA options

Paid time off

Job summary

Arrow Electronics is seeking a Customer Support Associate Manager in Downers Grove, IL for a hybrid role combining in-office and remote work. The position leads a customer support team, drives KPI achievement, and partners with senior leadership on strategic service improvements.

Responsibilities include staff development, escalations handling, and reporting on quality and revenue forecasts. The role emphasizes automation, efficiency, and exceptional customer satisfaction in a global tech

Qualifications

• Typically requires a 2-year degree and a minimum of 5 years of related experience.
• Intermediate Excel skills required.
• Proficiency in ERP systems and related tools.
• Strong communication skills and leadership abilities.

Responsibilities

• Manage customer support staff, including hiring, performance management, training and employee development.
• Respond to customer escalations and performance issues of the department.
• Provide strategic direction and leadership to a team of Customer Support Associates; develop plans to meet KPI targets.
• Create and manage quarterly revenue forecasting and drive sales growth.
• Track and report quality issues from ERP, surveys, and customer feedback; resolve problems.

Skills

Leadership experience

Strong communication

Education

Two-year degree

Tools

ERP systems

Microsoft Excel

Job description

Arrow Electronics is seeking a Customer Support Associate Manager in Downers Grove, IL for a hybrid role combining in-office and remote work. The position leads a customer support team, drives KPI achievement, and partners with senior leadership on strategic service improvements.

Responsibilities include staff development, escalations handling, and reporting on quality and revenue forecasts. The role emphasizes automation, efficiency, and exceptional customer satisfaction in a global tech