Senior Manager, Customer Support

Otis Elevator Co. is the world’s leading elevator and escalator manufacturing, installation, and service company. The Senior Manager, Customer Support leads the Customer Support Team, overseeing functions across Sales, Delivery Operations, and Digital, while ensuring high-quality support and team performance.

Responsibilities:

• 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:

• 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
• Bachelor's degree preferred, or equivalent relevant technical experience within the elevator industry