Customer Support Manager - Eurofins Environment Testing - Carrollton, TX

About the role

This position will be responsible for all customer service operations in our Radon and Mold business. Customer service consists of a team of three to five employees who handle all customer interactions, including high-importance and standard accounts. The department operates an in‑house call center for direct‑to‑consumer (DTC) product lines, supports business‑to‑business (B2B) sales and support, processes inbound mail, executes marketing activities, onboards new clients, finalizes sales, and handles most DTC and B2B outbound shipments.

Responsibilities

• Oversee all daily customer service operations.
• Support the team's daily operations and workflow.
• Set employee schedules and duties based on current business needs.
• Ensure high‑quality support is provided to high‑value clients, including large businesses and consulting firms.
• Assist team members in resolving difficult, complex, or unusual customer issues.
• Address escalated customer concerns and resolve service‑related issues with dissatisfied customers.
• Conduct employee performance reviews and establish performance goals.
• Support employee development, growth, engagement, and retention initiatives.
• Submit recommendations regarding staffing levels, wage adjustments, and promotions to the Technical Director.
• Ensure employees adhere to Standard Operating Procedures (SOPs) and meet all quality, compliance, and ethical requirements.
• Support and enforce departmental standards and directives established by the Technical Director.
• Perform other duties and responsibilities as assigned.

Requirements

• Associate’s or Bachelor’s degree preferred.
• High school diploma or equivalent required.
• Minimum of two (2) years of laboratory experience.
• Minimum of one (1) year of supervisory, management, or team lead experience.
• Experience interacting directly with customers and providing customer support.
• Experience within the Testing, Inspection, and Certification (TIC) industry preferred.
• Authorization to work in the United States indefinitely without restriction or sponsorship.
• Professional working proficiency in English (read, write, speak).

Skills

• Strong leadership and team management skills.
• Demonstrated commitment to continuous improvement and operational excellence.
• Dedication to exceeding customer service expectations.
• Proactive approach to identifying, addressing, and resolving problems.
• Strong decision‑making and problem‑solving abilities.
• Excellent interpersonal and communication skills.
• Ability to effectively support, motivate, and develop team members.
• Strong organizational and time management skills.
• Ability to work collaboratively in a fast‑paced environment while maintaining quality standards.

Benefits

• Comprehensive medical coverage.
• Life and disability insurance.
• 401(k) with company match.
• Paid holidays.
• Paid time off.
• Dental and vision options.

Pay

$60,000 - $90,000 annually (DOE).

Schedule

Monday to Friday, 8:00 AM to 5:00 PM. Regular work schedule outside these hours is not expected, but may occasionally become necessary.