Customer Support Manager

FloWater is a company dedicated to providing clean drinking water and transforming hydration experiences. The Customer Support Manager will lead a team, maintain customer relationships, troubleshoot issues, and enhance overall account health.

Responsibilities:

• Lead, coach, and develop a team of 4 Customer Support professionals, fostering a high-performance culture aligned with FloWater’s values
• Serve as the primary point of contact for assigned accounts, fostering long-term loyalty
• Conduct proactive outreach via phone and email to maintain strong customer relationships
• Develop a comprehensive understanding of FloWater’s advanced water purification technology
• Troubleshoot technical issues and provide effective solutions
• Investigate service breakdowns and conduct root cause analysis
• Create and refine processes to enhance overall account health and customer satisfaction
• Work closely with various departments to ensure prompt resolution of customer inquiries
• Serve as an escalation point for complex issues involving clients or technicians

Requirements:

• 3+ years of experience in customer support, account management, or call center operations
• Meticulous eye for detail
• Proactive approach to communication
• Ability to thrive in a fast-paced environment while delivering top-quality work
• Skilled at building strong relationships
• Talent for defusing escalated situations while exceeding performance metrics
• Bachelor's degree required
• Familiarity with products and services in a technical field
• Proficiency with Microsoft Office, Google Suite, and CRM software
• Exceptional verbal and written communication skills
• Strong analytical and problem-solving abilities
• Ability to multitask and prioritize in a dynamic environment
• Located in the MST, CST, or PST time zones
• NetSuite and Zendesk experience preferred