Manager Customer Care

Position Objective

The Manager – Order Support will lead a frontline team supporting customers across the United States, with full ownership of operational performance, customer support excellence, escalations, and team development. The role is responsible for improving operational processes, raising customer service standards, serving as the escalation point for two high-volume and complex regions, and contributing to cross-functional initiatives. The Manager will also act as a mentor, problem-solver, and driver of accountability. The position requires schedule flexibility because the supported regions remain active into the West Coast business day.

Main Responsibilities

• Lead the performance and daily operations of a frontline customer support team.
• Serve as the escalation point for two high-volume and complex regions.
• Drive ownership, accountability, urgency, and customer-focused performance.
• Resolve high-stakes customer escalations.
• Represent Order Support in cross-functional meetings and initiatives.
• Manage, coach, and mentor frontline representatives.
• Develop high-potential employees and future team leaders.
• Analyze operational inefficiencies and implement process improvements.
• Partner with Customer Support leadership and tools teams.
• Improve systems, metrics, and the overall service model.
• Build cross-training and coverage strategies.
• Support long-term departmental strategy and future regional growth

Ideal Candidate Profile

Must-Haves:

• Bachelor’s Degree or equivalent professional experience.
• 3+ years of experience in customer-facing roles.
• People-management experience.
• Experience leading operationally complex, customer-facing teams.
• Strong KPI and data-analysis skills.
• Excellent written and verbal communication.
• Ability to manage customer escalations and perform effectively under pressure.
• Experience coaching and developing employees.
• Experience leading change initiatives and creating structure in evolving environments.
• Experience with workflow systems, CRM platforms, and modern Customer Support tools.
• Strong customer-centric and ownership mindset.
• Ability to influence stakeholders across different levels and functions.

Preferred:

• Bachelor’s Degree.
• B2B Order Support experience.
• Manufacturing or distribution experience.
• Familiarity with commercial lighting, electrical distribution, or related industries