Manager, Residential Customer Support

Duties and Responsibilities

• Lead Residential Customer Support supervisors, leads, and frontline support teams across a multi-state operation
• Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measures
• Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes while balancing customer experience and business objectives
• Develop and execute action plans to improve customer experience, operational performance, and team effectiveness
• Identify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying root causes
• Foster a customer-centric culture focused on accountability, responsiveness, continuous improvement, and delivering exceptional customer experiences
• Support customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, move requests, and general account support needs
• Identify opportunities to improve customer outcomes through product education, service right-sizing, and promotion of solutions that best meet customer needs
• Support service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-related challenges
• Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans
• Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives
• Manage escalated customer concerns with a sense of urgency and ensure timely and effective resolution while performing root cause analysis to prevent future escalations
• Partner across the organization to improve customer outcomes, operational effectiveness, and service delivery
• Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action
• Regularly communicate operational results, challenges, and action plans to leadership

Requirements

• 5+ years of customer support, contact center, customer experience, billing operations, collections, or related leadership experience
• 3+ years of leadership experience managing supervisors, team leads, or equivalent leadership roles
• Experience leading high-volume customer service, customer support, billing, collections, or contact center operations
• Demonstrated success improving operational performance through coaching, accountability, data analysis, and process improvement
• Strong analytical, problem-solving, decision-making, and communication skills
• 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