Senior Manager, Customer Support
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Job Description
Customer Support Team Manager at Otis overseeing onboarding, dispute resolution, and sales tool administration. Leading a team to deliver high-quality support to internal and external stakeholders.
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
Requirements:
- Bachelor’s degree preferred, or equivalent relevant technical experience within the elevator industry
- 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.
Benefits:
- Opportunities, training, and resources that build leadership and capabilities in Sales, Field, Engineering, and Major Projects
- Employee Scholar Program sponsorship for colleagues pursuing degrees or certification programs
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