Customer Support Manager
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Job Description
Customer Support Manager leading six coordinators for Red Wing Shoe Company, a global footwear manufacturer. Driving B2B service excellence, escalations, and operational improvements remotely.
Responsibilities:
- Lead, coach, and develop a team of six Business Account Coordinators
- Provide day-to-day leadership and strategic direction to achieve operational goals, service standards, and team objectives
- Serve as an escalation point for complex customer concerns
- Use product knowledge and problem-solving skills to drive effective resolutions
- Partner with Customer Experience, Finance, Retail Operations, and Global Industrial teams
- Identify and implement process improvements to enhance efficiency, service quality, and customer satisfaction
- Monitor team performance and provide ongoing feedback
- Support professional growth through coaching, training, and development
- Establish priorities and communicate expectations
- Align team efforts with department and organizational goals
- Champion service excellence, accountability, collaboration, and continuous improvement
Requirements:
- Associate degree or equivalent combination of education and experience
- Five or more years of customer service and/or customer support experience
- Previous leadership experience preferred; supervisory, team lead, or other people leadership experience will be considered
- Experience supporting business-to-business (B2B) customers highly valued
- Strong leadership, coaching, and team development skills
- Excellent communication, interpersonal, and conflict resolution abilities
- Ability to build effective cross-functional partnerships and influence positive outcomes
- Strong analytical and problem-solving skills
- Ability to navigate complex customer situations
- Experience with Salesforce
- Experience with ERP systems
- Experience with Microsoft Office applications
- Ability to manage multiple priorities and work effectively across various systems and platforms
- Ability to work within U.S. Central Time (CT) business hours
- Satisfactory background check required
- Must be eligible for employment in a state where the company is authorized to conduct business and employ workers
Benefits:
- Medical coverage
- Dental coverage
- Vision coverage
- Health savings accounts
- Flexible spending accounts
- Life insurance
- Disability insurance
- Generous paid time off
- Paid holidays
- 401(k) match
- Employee discounts
- Free EAP services
- Financial planning assistance
- Well-being coaching
- Professional growth through coaching, training, and development
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