Manager, Residential 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, Residential Customer Support is responsible for leading Residential Customer Support operations across a multi-state customer base. This role owns the customer experience, operational performance, and employee engagement outcomes of the Residential 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 a customer-centric approach, a strong sense of urgency, and a commitment to operational excellence.

The role

is responsible for reducing customer effort, eliminating friction points, improving customer outcomes, developing high-performing teams, and strengthening long-term customer relationships through exceptional service and support. 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.

What you will do:

Lead Residential Customer Support supervisors, leads, and frontline support teams across a multi-state operation Own performance across customer experience measures, operational performance metrics, Escalation Management, Employee Engagement, and other key customer support performance measures Analyze customer, operational, and employee performance data to identify trends, address root causes, and improve customer and business outcomes while balancing customer experience and business objectives Develop and execute action plans to improve customer experience, operational performance, and team effectiveness Identify and eliminate customer friction points while driving improvements that simplify the customer experience, reduce repeat contacts, and address underlying root causes Foster a customer-centric culture focused on accountability, responsiveness, continuous improvement, and delivering exceptional customer experiences Support customers throughout the customer lifecycle, including billing support, payments, account maintenance, service changes, move requests, and general account support needs Identify opportunities to improve customer outcomes through product education, service right-sizing, and promotion of solutions that best meet customer needs Support service reconnection efforts and customer retention opportunities by helping customers navigate payment and account-related challenges Recruit, develop, and coach supervisors, leads, and frontline team members while building leadership bench strength and succession plans Lead teams through organizational change, system implementations, integration activities, and process improvement initiatives Manage escalated customer concerns with a sense of urgency and ensure timely and effective resolution while performing root cause analysis to prevent future escalations Partner across the organization to improve customer outcomes, operational effectiveness, and service delivery Own operational performance outcomes by proactively identifying emerging risks, customer trends, and improvement opportunities and driving timely corrective action Regularly communicate operational results, challenges, and action plans to leadership Other duties as assigned