Video Customer Support Manager - North Eastern Region - US Remote

For our client, we are seeking a Video Customer Support Manager to join the team of a leader in the Telecommunications & Hardware space.

This role will serve as a key point of contact for customer service delivery across the North Eastern Region, with a focus on contract management, service compliance, and operational execution. The manager will partner closely with technical and customer success teams to support customer engagements, resolve issues, and maintain strong service levels. This position also requires building trusted client relationships, coordinating technical changes, and ensuring operational documentation remains accurate and current.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $100,000 – $110,000 annually

Responsibilities

• Collaborate with technical and customer success teams during customer engagements
• Act as the primary contact for contract management and service delivery compliance
• Oversee execution of service agreements and escalate issues when necessary
• Ensure customers are aware of their service deliverable obligations
• Build strong relationships to become a trusted advisor for clients
• Drive corrective actions to maintain optimal service levels and exceed expectations
• Coordinate implementation of technical changes and maintain up-to-date operational documentation

Qualifications

• 5+ years in customer support or account management, ideally in video solutions
• Familiarity with the company's products and services is a plus
• Experience with Oracle/SCDR/Q2SC tools for contract management preferred
• Strong written and verbal communication skills are essential
• Ability to form strategic relationships and exhibit sales skills

Benefits

• Incentive bonus plans
• Medical, dental, and vision benefits
• 401(k) with company match
• 10 paid holidays
• Generous paid time off packages
• Employee stock purchase plan
• Paid parental and family leave

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.