Customer Support Manager - Americas

Job Description

You will:

• Lead end-to-end service operations across the Americas, from first contact to resolution
• Set, track, and improve KPIs including CSAT, response time, resolution time, backlog, and service quality
• Build a Technical Support Center of Excellence, including remote support and escalation governance
• Act as the senior escalation point for high-impact customer and technical issues, driving structured root-cause analysis and durable fixes
• Possess a deep understanding of CRM or ERP data to run service operations including cases, escalations, dashboards, and KPIs
• Partner across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams to improve end-to-end performance
• Lead a critical CRM transition from IFS to Microsoft Dynamics 365 while keeping workflows stable and customers informed
• Own budget delivery, forecasting, and short, medium and long-term priorities aligned to our service strategy

Qualifications

• 8+ years of experience in customer service, technical support, or service operations, including 5+ years leading teams
• Experience leading regional, remote, or multidisciplinary teams in a service environment
• Experience establishing or scaling support operations, including escalation frameworks and performance review cadence
• Experience using CRM or ERP data to run service operations including cases, escalations, dashboards, and KPIs
• Experience leading or supporting CRM or ERP implementations and adoption in service workflows
• Willingness to travel across North and Latin America, typically 25 to 50 percent depending on business needs, and ability to obtain and maintain a valid passport
• Ability to drive without restrictions in your country of residence

Additional Information

• Pay Band: For U.S. applicants, in accordance with applicable disclosure requirements, the anticipated hourly base pay range for this position is $110,208.00 to $137,760.00 annually. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and location.
• Why work for us: Be part of a mission to transform how we all obtain, use and reuse the planet’s resources to enable a world without waste. We love innovation, a collaborative environment where idea sharing and thinking outside the box is encouraged.
• What we offer: Comprehensive medical, dental, and vision plans with 100% employee premium coverage, 31 days of PTO annually (vacation, sick, and holidays), increasing with tenure, 401(k) with 100% match on the first 4% of your contributions, 8 weeks of fully paid parental leave for eligible employees, up to 4 days of paid bereavement leave to support employees during personal loss, Employee Assistance Program supporting mental, emotional, and financial well-being, inclusive culture that values diversity, well-being, and teamwork, global career growth opportunities with strong internal promotion record, Proud Gold Level 2024 & 2025 Cigna Healthy Workforce Award recipient, Equal Opportunity Employer, and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process.