Senior Manager, Customer Support

Role Overview

• Lead a team of approximately 10 employees across onboarding, dispute resolution, and sales tool administration
• Communicate with executive leadership on initiatives, problem solving and roadmaps
• Review the cross functional teams wholistically and buildout strategic initiatives on how to ensure a smooth and improved internal and external customer experience
• Manage team performance, communication standards, and overall effectiveness
• Oversee processes related to contract issues, compliance, billing disputes, and ongoing account maintenance
• Track, analyze, and report key operational metrics to support accountability and continuous improvement
• Partner cross-functionally to ensure consistent, high-quality customer and sales support
• Apply sales acumen and understanding of contract bookings to guide team operations

Requirements

• Bachelor’s degree preferred, or equivalent relevant technical experience within the elevator industry
• Proven ability to develop plans and execute measurable results
• Leadership experience required
• Previous experience in sales roles required
• Ability to thrive in a highly collaborative, dynamic team environment
• Excellent written and verbal communication skills, with the ability to influence expectations and foster strong relationships with internal and external customers
• Self-motivated with the ability to manage multiple priorities simultaneously
• Proficient in Microsoft-based software and comfortable working in a technical environment
• Strong leadership capability with a goal-oriented mindset, solid time-management skills, and strong organizational discipline.

Benefits

• Opportunities, training, and resources that build leadership and capabilities in Sales, Field, Engineering, and Major Projects
• Employee Scholar Program sponsorship for colleagues pursuing degrees or certification programs