Manager, Commercial Customer Support

Duties and Responsibilities

• Lead Commercial Customer Support supervisors, leads, and frontline support teams supporting a diverse portfolio of business customers across a multi-state operation
• Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key commercial customer support performance measures
• Build and maintain a customer-centric culture focused on responsiveness, professionalism, accountability, and long-term customer relationships
• Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes
• Develop and execute action plans to improve customer experience, operational performance, and team effectiveness
• Manage complex customer issues, billing inquiries, service requests, account changes, and escalations while ensuring timely follow-up and resolution
• Serve as a primary point of contact for business customers, supporting complex billing inquiries, account maintenance, service changes, contract-related questions, product support, and ongoing customer account needs
• Develop team expertise across commercial products and services, including data, voice, hosted communications, transport, and other business solutions
• Identify opportunities to improve customer outcomes through product education, service optimization, and solutions that best meet customer needs
• Build strong partnerships with Sales, Commercial Project Management, Service Delivery, Billing Operations, Technical Support, and other internal teams to ensure a seamless customer experience
• Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives
• Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans
• Manage escalated customer concerns with a strong sense of urgency while ensuring consistent communication, proactive follow-up, and timely resolution
• Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action
• Regularly communicate operational results, customer risks, challenges, and action plans to leadership

Requirements

• 5+ years of customer support, account management, customer success, commercial operations, telecommunications, or related leadership experience
• 3+ years of leadership experience managing supervisors, team leads, account management teams, or equivalent leadership roles
• Experience supporting business customers in a high-touch, relationship-focused environment
• Demonstrated success managing complex customer issues, escalations, and cross-functional initiatives
• Strong analytical, problem-solving, decision-making, and communication skills
• Ability to interpret contracts, billing structures, service agreements, and customer requirements
• Ability to build strong relationships with customers and internal stakeholders while maintaining professionalism and accountability
• Ability to manage multiple priorities in a fast-paced and evolving environment
• Experience leading remote or geographically dispersed teams
• Ability to travel periodically as business needs require