Customer Support Manager

Responsibilities

Lead and manage a 24/7 customer support team to ensure high service standards, performance metrics, and customer satisfaction. Drive operational improvements and foster cross-functional collaboration to resolve complex technical issues and service disruptions.

Requirements

Requires at least 2 years of experience in managing employees within technical service or customer support environments. A bachelor's degree in a related field is preferred, along with strong leadership and crisis-management capabilities.

Skills

• Customer Support Management
• Team Leadership
• Performance Management
• Crisis Management
• SLA Compliance
• Customer Escalation
• Coaching
• Cross-functional Collaboration
• Data Analysis
• Technical Support
• Operational Excellence
• Zendesk
• Oil and Gas Instrumentation
• Communication
• Problem Solving
• Decision Making

About this role

* Customer Satisfaction: Maintain CSAT above 90%, improve customer feedback
participation, and ensure timely resolution of escalated customer concerns.
* Service Performance: Meet or exceed established KPIs for customer response
times, abandoned calls, ticket resolution, and SLA compliance.
* Team Effectiveness: Improve employee performance, retention, and technical
capabilities through coaching, development, and accountability.
* Operational Excellence: Drive continuous improvements in support processes,
efficiency, and cross-functional issue resolution.

RESPONSIBILITIES

* Lead and manage a large Customer Support Center team, including hiring,
performance management, employee development, coaching, and succession
planning.
* Establish clear performance expectations, individual goals, and
accountability while fostering a culture of teamwork, continuous improvement,
and customer-focused service.
* Provide leadership and direction to Shift Specialists, ensuring effective
execution of daily operations, service standards, work prioritization, and
customer escalation processes.
* Serve as the primary management escalation point for significant customer
concerns, taking ownership of issues from initial assessment through
resolution, including direct customer engagement and follow-up to ensure
customer satisfaction.
* Build strong cross-functional relationships with Sales, Product Management,
Engineering, Operations, and Field Service to resolve complex customer
issues, address organizational barriers, and improve service delivery.
* Lead the response to critical customer situations and service disruptions,
coordinating internal resources, establishing action plans, communicating
with stakeholders, and ensuring timely resolution.
* Establish, implement, and maintain operational policies, procedures, and
service expectations to ensure consistent, effective customer support across
all shifts.
* Monitor customer support performance metrics, including response times,
abandoned calls, ticket resolution, SLA compliance, and customer
satisfaction; identify performance gaps and drive corrective actions.
* Evaluate staffing, scheduling, workload distribution, and employee
capabilities to ensure resources are effectively aligned with customer demand
and business priorities.
* Identify and implement opportunities to improve customer experience, employee
effectiveness, support processes, training, documentation, and technology
utilization.

QUALIFICATIONS

* Minimum 2 years of experience directly managing employees in an oil and gas
operations, technical service, or customer support environment, with
demonstrated success in employee development, performance management, and
accountability.
* Proven ability to manage complex customer escalations, resolve customer
dissatisfaction, and coordinate solutions across multiple departments through
resolution.
* Strong leadership, crisis-management, decision-making, and problem-solving
skills, with the ability to manage competing priorities in high-pressure
situations.
* Excellent communication, interpersonal, and conflict-resolution skills, with
demonstrated ability to build relationships and influence stakeholders across
the organization.
* Strong understanding of customer support operations, service delivery
processes, performance metrics, and continuous improvement practices.
* Bachelor's degree in Business, Engineering, Information Technology,
Operations, or a related field preferred; equivalent experience considered.
* Experience managing a 24/7 technical support organization, with knowledge of
oil and gas instrumentation, communications, digital solutions, and customer
support platforms such as Zendesk preferred.

About NOV Inc.

Oil and Gas · 10,001+ employees · headquartered in Houston, Texas