Customer Support Manager - Americas
About The Position
As our Customer Support Manager Americas, you lead the regional Customer Support Center and the teams behind it including Customer Service, Technical Support, Technical Escalations, and Service Excellence. Your mission is to deliver a consistent, high-quality customer experience across every support touchpoint while improving operational performance, technical quality, and service outcomes. Health, safety and care for the environment come first. You are empowered to stop work if something feels unsafe, and we expect everyone to speak up so we can prevent harm and reduce our environmental impact. As a people manager, you build a team where people know what success looks like, feel safe to speak up, and can do their best work. We believe engaged teams deliver better outcomes for customers, and you set the tone through clear priorities, regular feedback, and development.
Requirements
- 8+ years of experience in customer service, technical support, or service operations, including 5+ years leading teams
- Experience leading regional, remote, or multidisciplinary teams in a service environment
- Experience establishing or scaling support operations, including escalation frameworks and performance review cadence
- Experience using CRM or ERP data to run service operations including cases, escalations, dashboards, and KPIs
- Experience leading or supporting CRM or ERP implementations and adoption in service workflows
- Willingness to travel across North and Latin America, typically 25 to 50 percent depending on business needs, and ability to obtain and maintain a valid passport
- Ability to drive without restrictions in your country of residence
Nice To Haves
- Microsoft Dynamics 365 experience and deeper implementation capability during the IFS transition
Responsibilities
- Lead end-to-end service operations across the Americas, from first contact to resolution
- Set, track, and improve KPIs including CSAT, response time, resolution time, backlog, and service quality
- Build a Technical Support Center of Excellence, including remote support and escalation governance
- Act as the senior escalation point for high-impact customer and technical issues, driving structured root-cause analysis and durable fixes
- Partner across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams to improve end-to-end performance
- Lead a critical CRM transition from IFS to Microsoft Dynamics 365 while keeping workflows stable and customers informed
- Own budget delivery, forecasting, and short, medium and long-term priorities aligned to our service strategy
Benefits
- Comprehensive medical, dental, and vision plans with 100% employee premium coverage
- 31 days of PTO annually (vacation, sick, and holidays), increasing with tenure
- 401(k) with 100% match on the first 4% of your contributions
- 8 weeks of fully paid parental leave for eligible employees
- Up to 4 days of paid bereavement leave to support employees during personal loss
- Employee Assistance Program supporting mental, emotional, and financial well-being
- Inclusive culture that values diversity, well-being, and teamwork
- Global career growth opportunities with strong internal promotion record
- Proud Gold Level 2024 & 2025 Cigna Healthy Workforce Award recipient
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
