Senior Manager, Customer Support

Otis Elevator Co.

1d • Remote

About The Position

The Customer Support Team Manager leads support functions across Sales, Delivery Operations, and Digital. This role oversees dispute resolution, onboarding, account maintenance, and sales tool administration. The manager drives team performance, ensures process consistency, and delivers high‑quality support to both internal and external stakeholders. If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day. Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio. You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company. When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge. We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs. Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click here. Become a part of the Otis team and help us #Buildwhatsnext! Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability, please contact us at [email protected]. We go to great lengths to hire and develop the best people, and offer a supportive environment where employees are motivated and empowered to perform at their full potential. Today, we continue pushing the boundaries of what's possible to thrive in a taller, faster, smarter world.

Requirements

• Proven ability to develop plans and execute measurable results.
• Leadership experience required.
• Previous experience in sales roles required.
• Ability to thrive in a highly collaborative, dynamic team environment.
• Excellent written and verbal communication skills, with the ability to influence expectations and foster strong relationships with internal and external customers.
• Self‑motivated with the ability to manage multiple priorities simultaneously.
• Proficient in Microsoft‑based software and comfortable working in a technical environment.
• Strong leadership capability with a goal‑oriented mindset, solid time‑management skills, and strong organizational discipline.

Nice To Haves

• Bachelor’s degree preferred, or equivalent relevant technical experience within the elevator industry.

Responsibilities

• Lead a team of approximately 10 employees across onboarding, dispute resolution, and sales tool administration.
• Communicate with executive leadership on initiatives, problem solving and roadmaps.
• Review the cross functional teams wholistically and buildout strategic initiatives on how to ensure a smooth and improved internal and external customer experience.
• Manage team performance, communication standards, and overall effectiveness.
• Oversee processes related to contract issues, compliance, billing disputes, and ongoing account maintenance.
• Track, analyze, and report key operational metrics to support accountability and continuous improvement.
• Partner cross‑functionally to ensure consistent, high‑quality customer and sales support.
• Apply sales acumen and understanding of contract bookings to guide team operations.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager