Senior Manager, 24/7 Customer Support & Ops Leadership

Flagger Force, LLC; Hummelstown (Dauphin County); Presencial; USD 120.000 - 180.000; Jornada completa

Descripción de la vacante

Flagger Force, LLC is seeking a Senior Manager, Customer Support to lead our 24/7/365 customer support center and drive strategic vision across channels. You will mentor support managers and team leads, build a high-performing organization, and champion a customer-centric culture.

Responsibilities span operations, dispatch, KPIs, and cross-functional collaboration to continually enhance the customer journey.

Formación

• Bachelor’s degree in Business Administration, Communications, or a related field (Master’s preferred).
• 7+ years of leadership experience in customer support or contact center operations, including managing teams in a 24/7 environment
• Proven success in improving customer satisfaction and driving operational excellence
• Strong experience in developing managers and building engaged, high-performing teams
• Excellent problem-solving, communication, and interpersonal skills
• Familiarity with customer support platforms and reporting tools
• Steel toe boots or the ability to obtain prior to employment

Responsabilidades

• Oversee daily customer support operations to ensure all inquiries, issues, and service requests are resolved promptly and effectively.
• Maintain consistent, high-quality support across phones, email, chat, and other channels.
• Manage staffing plans and schedules to ensure seamless 24/7/365 coverage.
• Oversee daily operations center activities, ensuring high-quality customer interactions, effective order scheduling, and timely resolution of inquiries.
• Manage dispatch operations to ensure orders are fulfilled accurately and efficiently according to customer requirements.
• Monitor order flow from intake through completions, proactively addressing delays or issues.
• Champion a customer-centric culture by putting the customer at the heart of all decisions.
• Monitor service levels, response times, and customer satisfaction scores, taking proactive steps to exceed benchmarks.
• Identify and implement process improvements to enhance the customer journey and reduce friction.
• Hire, train, and develop customer support managers and team leaders to build strong leadership pipelines.
• Provide ongoing coaching, mentorship, and performance feedback to drive team engagement and retention.
• Foster an inclusive, respectful, and collaborative work environment that aligns with company values.
• Conduct regular team meetings and one-ons to set expectations, provide feedback, and celebrate success.
• Establish and track KPIs such as first contact resolution, and average response times.
• Generate and present regular reports to senior leadership with insights and action plans.
• Partner closely with product, operations, and sales teams to ensure customer feedback is captured and acted upon.
• Serve as an escalation point for critical customer issues, ensuring swift resolution.
• Ensure support operations comply with internal policies and any relevant regulatory requirements.
• Promote a safe and secure environment for both customers and employees

Conocimientos

Leadership experience

Customer experience improvements

Manager development

Problem solving

Communication skills

Interpersonal skills

Familiarity with support platforms & 1

Flexibility to work hours

Safety footwear requirement

Educación

Bachelor’s degree in Business Administration, Communications, or related field

Herramientas

Customer support platforms

Descripción del empleo

Flagger Force, LLC is seeking a Senior Manager, Customer Support to lead our 24/7/365 customer support center and drive strategic vision across channels. You will mentor support managers and team leads, build a high-performing organization, and champion a customer-centric culture.

Responsibilities span operations, dispatch, KPIs, and cross-functional collaboration to continually enhance the customer journey.