Manager, Customer Support
$101,500–$127,000 year
HybridLakewood, Colorado, United States
Job Summary
Manage the end-to-end response system for customer complaints and escalated inquiries, ensuring issues are logged, tracked, and resolved within established timelines. Serve as the senior escalation point for complex, high-impact issues requiring cross-functional coordination with Sales, Quality, Operations, and Product teams. Define and enforce service-level expectations, monitor adherence to complaint-handling procedures, and drive corrective actions based on data analysis of trends and root causes. Lead a team responsible for managing these inquiries, setting performance expectations, and conducting regular reviews to foster a culture of accountability and customer advocacy. Prepare regular reports on key performance indicators and improvement initiatives for senior leadership.
Required Qualifications
- Bachelor's degree in Business, Communications, or a related field
- Minimum 5–8 years of experience in customer support, customer service, complaint management, or a related customer-facing function
- 2–3 years of experience in a management or senior leadership role, overseeing escalation or response processes
- Strong leadership and people-management skills with the ability to guide teams through complex, high-impact customer issues
- Demonstrated expertise in complaint management, escalation frameworks, and service-level governance
- Excellent communication and conflict-resolution skills, including experience handling sensitive or escalated customer situations
- Analytical mindset with the ability to interpret trends, identify root causes, and drive continuous improvement
- Ability to collaborate cross-functionally and influence outcomes without direct authority
- Customer-centric approach with a strong focus on accountability, responsiveness, and resolution quality
- Must be able to lift 50 lbs
Desired Qualifications
- Valid driver's license
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