Job description
The Manager, Customer Support is responsible for managing the end-to-end response system for customer complaints and escalated inquiries. This role ensures customer issues are routed, handled, and resolved at the appropriate organizational level and within established timelines.
As the senior owner of the complaint and escalation process, this position provides leadership, governance, and oversight to ensure consistent, timely, and professional resolution of customer concerns. The role partners closely with Sales, Quality, Operations, and Product teams to drive issue resolution, reduce recurrence, and continuously improve the customer experience.