Customer Support Manager

NOV Inc.•Houston, TX

18h

About The Position

The Customer Support Manager leads a large Customer Support Center team and is accountable for customer satisfaction, service performance, team effectiveness, and operational excellence. The role oversees hiring, performance management, employee development, coaching, succession planning, and daily operations across shifts. It establishes performance expectations and service standards while fostering teamwork, accountability, continuous improvement, and customer-focused service. The manager serves as the primary management escalation point for significant customer concerns, owning issues through resolution and follow-up. The role coordinates responses to critical customer situations and service disruptions, works cross-functionally to resolve complex issues, monitors operational and customer metrics, and improves support processes, training, documentation, and technology utilization.

Requirements

At least 2 years of experience directly managing employees in an oil and gas operations, technical service, or customer support environment.
Demonstrated success in employee development, performance management, and accountability.
Ability to manage complex customer escalations, resolve customer dissatisfaction, and coordinate solutions across departments through resolution.
Strong leadership, crisis-management, decision-making, and problem-solving skills, including the ability to manage competing priorities in high-pressure situations.
Excellent communication, interpersonal, and conflict-resolution skills, with the ability to build relationships and influence stakeholders across the organization.
Strong understanding of customer support operations, service delivery processes, performance metrics, and continuous improvement practices.

Nice To Haves

Bachelor's degree in Business, Engineering, Information Technology, Operations, or a related field; equivalent experience is considered.
Experience managing a 24/7 technical support organization.
Knowledge of oil and gas instrumentation, communications, digital solutions, and customer support platforms such as Zendesk.

Responsibilities

Lead and manage a large Customer Support Center team, including hiring, performance management, employee development, coaching, and succession planning.
Establish clear performance expectations, individual goals, and accountability while fostering teamwork, continuous improvement, and customer-focused service.
Provide leadership and direction to Shift Specialists to support effective daily operations, service standards, work prioritization, and customer escalation processes.
Serve as the primary management escalation point for significant customer concerns, owning issues from assessment through resolution and following up to ensure customer satisfaction.
Build cross-functional relationships with Sales, Product Management, Engineering, Operations, and Field Service to resolve complex customer issues, address organizational barriers, and improve service delivery.
Lead responses to critical customer situations and service disruptions by coordinating resources, establishing action plans, communicating with stakeholders, and ensuring timely resolution.
Establish, implement, and maintain operational policies, procedures, and service expectations across all shifts.
Monitor response times, abandoned calls, ticket resolution, SLA compliance, and customer satisfaction; identify performance gaps and drive corrective actions.
Evaluate staffing, scheduling, workload distribution, and employee capabilities to align resources with customer demand and business priorities.
Identify and implement improvements to customer experience, employee effectiveness, support processes, training, documentation, and technology utilization.
Maintain CSAT above 90% and improve customer feedback participation.
Meet or exceed established KPIs for customer response times, abandoned calls, ticket resolution, and SLA compliance.
Improve employee performance, retention, and technical capabilities through coaching, development, and accountability.