Senior Manager, Customer Support

Flagger Force, an industry leader in traffic control, is hiring a Senior Manager, Customer Support to lead and manage the day‑to‑day operations of its 24/7/365 customer support center. The role drives strategic vision, oversees fulfillment of customer needs, continuously improves the customer experience, and develops and mentors support managers and team leads to build a strong, engaged, high‑performing organization.

Responsibilities

• Oversee daily customer support operations to ensure all inquiries, issues, and service requests are resolved promptly and effectively across phones, email, chat, and other channels.
• Manage staffing plans and schedules to provide 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 completion, 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 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‑on‑ones to set expectations, provide feedback, and celebrate success.
• Establish and track key performance indicators (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 relevant regulatory requirements; promote a safe and secure environment for customers and employees.
• Act in accordance with company values, vision, and mission; demonstrate honesty, integrity, professionalism, positive attitude, effective communication, accuracy, efficiency, attention to detail, good attendance, and initiative to learn new skills.
• Perform other duties and functions as required.

Qualifications

• 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.
• Ability to obtain or already possess steel‑toed boots prior to employment.

Key Competencies

• Strategic leadership with hands‑on operational capability.
• Passion for delivering exceptional customer experiences.
• Expertise in data‑driven decision‑making and process improvement.
• Talent development focus on coaching and mentorship.
• Adaptability to lead in a fast‑paced, ever‑changing environment.
• Willingness to work flexible hours to support a global, 24/7 customer base.