Customer Support Manager

Xylem•Auburn, WA

23d

About The Position

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions. We're Hiring a Customer Support Manager in Auburn, NY!

Requirements

5–7+ years of relevant professional experience, including 1–3+ years in a management or leadership role.
Bachelor’s degree (or equivalent work experience) with strong conceptual knowledge of fundamental theories, principles, and practices.
Proficiency in CRM platforms such as Salesforce, Pega, Conexium, and ERP systems like SAP.
Familiarity with Linux-AS400 environments.
Advanced skills in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
Experience with Select Configure Price Quote (SCPQ) tools and enterprise resource planning systems.
Proven supervisory experience with a track record of career progression and talent development.
Ability to recruit, train, and motivate teams to achieve business objectives.
Strong coaching skills with a commitment to two-way feedback and open dialogue.
Demonstrated ability to lead diverse teams in a matrixed organization.
Solid project management experience, including process development and implementation.
Skilled in developing and monitoring performance metrics; comfortable with data-driven decision-making.
Strong business acumen and collaborative leadership style.
Legendary customer service mindset with an unwavering passion for delivering exceptional experiences.
Excellent written and verbal communication skills.
Strong analytical, problem-solving, and influencing abilities.
Ability to travel up to 10%.
Comfortable working across diverse customer bases and organizational structures.

Responsibilities

Leadership & Team Management Provide clear direction and guidance to the Customer Support team, ensuring alignment with organizational goals and policies.
Lead and develop a team of supervisors and experienced professionals, fostering a culture of accountability, collaboration, and continuous improvement.
Recruit, coach, and mentor team members to support career progression and professional growth.
Operational Excellence Manage and coordinate regional customer support operations, ensuring optimal resource allocation and workload balance.
Develop, implement, and monitor operating systems, policies, and procedures to drive efficiency and quality.
Define and execute continuous improvement strategies to enhance service delivery and operational performance.
Customer Experience Ensure exceptional customer relations by resolving claims and complaints promptly, fairly, and in compliance with applicable laws and company standards.
Develop proactive initiatives to educate and inform customers, improving overall satisfaction and loyalty.
Monitor customer feedback and survey results to identify trends and implement improvement plans.
Performance & Metrics Establish and track key performance indicators (KPIs) and metrics to measure team effectiveness and customer satisfaction.
Utilize data-driven insights to inform decision-making and optimize processes.
Policy & Compliance Interpret and execute organizational policies, recommending modifications to improve operational effectiveness.
Adapt departmental plans and priorities to address resource challenges and evolving business needs.
Stakeholder Engagement Serve as a primary liaison between internal teams and senior management, ensuring seamless communication and collaboration.
Deploy technology solutions and continuous improvement initiatives to support business growth and scalability.