About this role
- Customer Satisfaction: Maintain CSAT above 90%, improve customer feedback participation, and ensure timely resolution of escalated customer concerns.
- Service Performance: Meet or exceed established KPIs for customer response times, abandoned calls, ticket resolution, and SLA compliance.
- Team Effectiveness: Improve employee performance, retention, and technical capabilities through coaching, development, and accountability.
- Operational Excellence: Drive continuous improvements in support processes, efficiency, and cross-functional issue resolution.
- Minimum 2 years of experience directly managing employees in an oil and gas operations, technical service, or customer support environment, with demonstrated success in employee development, performance management, and accountability.
- Proven ability to manage complex customer escalations, resolve customer dissatisfaction, and coordinate solutions across multiple departments through resolution.
- Strong leadership, crisis-management, decision-making, and problem-solving skills, with the ability to manage competing priorities in high-pressure situations.
- Excellent communication, interpersonal, and conflict-resolution skills, with demonstrated ability to build relationships and influence stakeholders across the organization.
- Strong understanding of customer support operations, service delivery processes, performance metrics, and continuous improvement practices.
- Bachelor's degree in Business, Engineering, Information Technology, Operations, or a related field preferred; equivalent experience considered.
- Experience managing a 24/7 technical support organization, with knowledge of oil and gas instrumentation, communications, digital solutions, and customer support platforms such as Zendesk preferred.