Manager, Commercial Customer Support

Location:

Remote, but successful candidate MUST live within a state in which we operate: AL, FL, GA, IL, KS, MI, OH, TN, TX and VA) The Manager, Commercial Customer Support is responsible for leading Commercial Customer Support operations across a multi-state business customer base. This role owns the customer experience, operational performance, and employee engagement outcomes of the Commercial Customer Support organization while leading supervisors, leads, and frontline teams in a fast-paced and evolving business environment.

This leader is accountable for delivering a best-in-class customer experience through responsiveness, professionalism, strong customer advocacy, and a commitment to operational excellence.

The role

is responsible for building high-performing teams, strengthening customer relationships, improving customer outcomes, and ensuring business customers receive timely, accurate, and proactive support throughout their lifecycle. Commercial Customer Support serves as a primary point of contact for business customers, supporting complex billing inquiries, account maintenance, service changes, contract-related questions, product support, and ongoing customer account needs.

The Manager plays a key role in supporting organizational growth, integration initiatives, process transformation, and evolving customer experience strategies while driving accountability and ownership throughout the organization.

Duties and Responsibilities:

Lead Commercial Customer Support supervisors, leads, and frontline support teams supporting a diverse portfolio of business customers across a multi-state operation Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key commercial customer support performance measures Build and maintain a customer-centric culture focused on responsiveness, professionalism, accountability, and long-term customer relationships Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes Develop and execute action plans to improve customer experience, operational performance, and team effectiveness Manage complex customer issues, billing inquiries, service requests, account changes, and escalations while ensuring timely follow-up and resolution Support customers throughout the commercial customer lifecycle, including account maintenance, billing support, service modifications, contract-related inquiries, and ongoing account support needs Develop team expertise across commercial products and services, including data, voice, hosted communications, transport, and other business solutions Identify opportunities to improve customer outcomes through product education, service optimization, and solutions that best meet customer needs Build strong partnerships with Sales, Commercial Project Management, Service Delivery, Billing Operations, Technical Support, and other internal teams to ensure a seamless customer experience Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans Manage escalated customer concerns with a strong sense of urgency while ensuring consistent communication, proactive follow-up, and timely resolution Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action Regularly communicate operational results, customer risks, challenges, and action plans to leadership Other duties as assigned