Senior Manager Customer Support Position Available In Broward, Florida
Tallo's Job Summary: The Senior Manager Customer Support position involves leading contact center operations, managing a team of support representatives, and ensuring exceptional customer interactions. Responsibilities include team leadership, operational oversight, and handling customer escalations. Requirements include 5+ years in customer support, 2+ years in management, strong communication skills, and experience with CRM tools.
Job Description
Position Overview:
We’re seeking a proactive and people-focused Customer Support Manager to lead our contact center operations. In this role, you’ll manage a team of support representatives, drive performance improvements, and ensure every customer interaction reflects our commitment to excellence. If you thrive on team leadership, process optimization, and delivering top-tier customer experiences, we want to hear from you.
What You’ll Do:
Team Leadership:
Manage, mentor, and motivate a team of customer support reps. Conduct performance evaluations and coach team members for ongoing growth. Develop and implement training programs to upskill and support team development. Play a key role in hiring and scaling the customer support team.
Operational Oversight:
Track call center KPIs and develop strategies to meet or exceed performance targets. Maintain alignment with company procedures, policies, and industry regulations.
Customer Experience & Escalation Handling:
Ensure timely, empathetic, and effective support is delivered to every customer. Resolve complex or escalated issues, always protecting the customer relationship. Use customer insights to guide improvements in service and process.
What You Bring:
5+ years in customer support/call center environments, including 2+ years in a management role. Proven success in building and leading high-performing teams. Strong communication, coaching, and interpersonal skills. Analytical mindset with the ability to interpret data and act on insights. Experience with CRM tools and call center technology. Adaptable and comfortable in a fast-moving, dynamic setting.
