What are the responsibilities and job description for the Customer Support Manager position at ASM Group?
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.