Customer Support Manager

Customer Support Manager

Location: Hybrid – In Office 2 Days per Week Department: Operations Reports To: Vice President of Operations

ASM Group is seeking a Customer Support Manager to lead and elevate our Customer Support team. This role is responsible for overseeing daily support operations, ensuring exceptional service delivery, and driving continuous improvement across customer-facing processes.

The ideal candidate is a hands-on leader who combines strong people management skills with a customer-first mindset. You will collaborate closely with internal teams, leverage technology to streamline workflows, and serve as an escalation point for high-priority customer issues.

This is a hybrid position, requiring two days per week in the office to support collaboration and team leadership.

What You'll Do

• Lead and manage the day-to-day operations of the Customer Support team
• Recruit, train, coach, and develop customer support staff
• Serve as the primary escalation point for complex or high-priority customer issues
• Monitor support performance metrics (response times, resolution rates, customer satisfaction) and implement improvement strategies
• Develop, document, and refine customer support processes to enhance efficiency and service quality
• Collaborate cross-functionally with Sales, Operations, and other teams to ensure seamless customer experiences
• Manage key customer relationships, including participation in customer meetings, demos, and site rollouts
• Oversee service vendors, including selection, contracts, and performance management
• Track and report team performance and project milestones to leadership
• Support customer onboarding and identify opportunities to expand existing client relationships
• Lead initiatives to improve team efficiency, reduce response times, and elevate service standards

What We're Looking For

• 2 years of experience in customer support or a related leadership role
• Knowledge and experience dealing with refrigerated trailers is preferred
• Proven experience managing and developing a customer-facing team
• High school diploma or equivalent required; Associate's or Bachelor's degree preferred
• Strong organizational skills with the ability to manage multiple priorities
• Excellent verbal and written communication skills
• Experience with Microsoft Office and CRM or support ticketing systems
• Strong problem-solving, decision-making, and conflict-resolution abilities
• Ability to build strong internal and external relationships

Our Core Values

All ASM Group employees are expected to demonstrate and uphold our core values:

• Solutions Oriented
• Integrity
• Team Player
• Competitive
• "Can Do" Positive Attitude

Benefits Offered

• Hybrid work schedule
• Company incentive bonus
• 401(k) with company match
• Medical, dental, vision insurance
• HSA & FSA options
• Dependent Care FSA
• Short-Term & Long-Term Disability
• Accidental, Hospital Confinement & Critical Illness Insurance
• 8 paid holidays
• Generous PTO

Why Join ASM Group?

At ASM Group, you'll be part of a collaborative and driven team focused on delivering exceptional service and continuous improvement. We value leadership, accountability, and innovation-and we support our employees with a flexible hybrid work environment.