What are the responsibilities and job description for the Customer Support Manager position at ASM Group Inc.?
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.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this role. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required. Duties, responsibilities, and activities may change at any time with or without notice, and employees may be required to perform tasks outside of their typical responsibilities as business needs require.Equal Employment Opportunity (EEO) Statement: ASM Group Inc. is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants and strictly prohibit discrimination and harassment of any kind without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, lactation, or related medical conditions), sexual orientation, gender identity or expression, marital status, familial status, disability, age, genetic information, protected veteran status, status with regard to public assistance, membership or activity in a local human rights commission, or any other characteristic protected by applicable federal, state, or local law.All employment decisions are based on qualifications, merit, performance, and business needs. This policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training.E-Verify Notice: ASM Group Inc. participates in E-Verify to confirm the employment eligibility of all newly hired employees. For more information about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify - http://www.dhs.gov/E-Verify.Background Check Disclosure: Employment with ASM Group Inc. is contingent upon the successful completion of a background check. All background checks are conducted by a third-party consumer reporting agency in compliance with the Fair Credit Reporting Act (FCRA) and applicable state laws. Candidates will receive any required disclosures and authorizations separately as part of the hiring process.