Customer Support Manager

NOV

. Lead and manage a large Customer Support Center team, including hiring, performance management, employee development, coaching, and succession planning.

Posted 10/27/2026full-timeHouston • Texas • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing customer support operations, focusing on employee development, performance management, and crisis resolution. Proven ability to enhance customer satisfaction through effective communication, relationship building, and continuous improvement practices.

Highest-signal resume keywords

Customer Support ManagementCrisis ManagementPerformance Metrics MonitoringEmployee DevelopmentCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementCustomer Escalation ResolutionService Delivery ProcessesContinuous Improvement PracticesWorkload Distribution

Soft Skills

LeadershipDecision-MakingProblem-SolvingCommunicationConflict Resolution

Tools & Technologies

ZendeskCustomer Support Platforms

Industry Keywords

Oil and Gas OperationsTechnical ServiceCustomer Support Environment24/7 Technical Support OrganizationOil and Gas Instrumentation

About the role

Key responsibilities & impact

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 a culture of teamwork, continuous improvement, and customer-focused service.
Provide leadership and direction to Shift Specialists, ensuring effective execution of daily operations, service standards, work prioritization, and customer escalation processes.
Serve as the primary management escalation point for significant customer concerns, taking ownership of issues from initial assessment through resolution, including direct customer engagement and follow-up to ensure customer satisfaction.
Build strong 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 the response to critical customer situations and service disruptions, coordinating internal resources, establishing action plans, communicating with stakeholders, and ensuring timely resolution.
Establish, implement, and maintain operational policies, procedures, and service expectations to ensure consistent, effective customer support across all shifts.
Monitor customer support performance metrics, including 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 ensure resources are effectively aligned with customer demand and business priorities.
Identify and implement opportunities to improve customer experience, employee effectiveness, support processes, training, documentation, and technology utilization.

Requirements

What you’ll need

Minimum 2 years of experience directly managing employees in an oil and gas operations, technical service, or customer support environment, with demonstrated success in employee development, performance management, and accountability.
Proven ability to manage complex customer escalations, resolve customer dissatisfaction, and coordinate solutions across multiple departments through resolution.
Strong leadership, crisis-management, decision-making, and problem-solving skills, with the ability to manage competing priorities in high-pressure situations.
Excellent communication, interpersonal, and conflict-resolution skills, with demonstrated 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.
Bachelor's degree in Business, Engineering, Information Technology, Operations, or a related field preferred; equivalent experience considered.
Experience managing a 24/7 technical support organization, with knowledge of oil and gas instrumentation, communications, digital solutions, and customer support platforms such as Zendesk preferred.