Customer Support Center Manager – Oil & Gas

Customer Satisfaction

- Maintain customer satisfaction (CSAT) above 90%.
- Improve customer feedback participation.
- Ensure timely and effective resolution of escalated customer concerns.

Service Performance
- Meet or exceed established KPIs for customer response times, abandoned calls, ticket resolution, and SLA compliance.
- Maintain consistent customer support service standards across shifts.

Team Effectiveness
- Improve employee performance, retention, technical capabilities, and accountability through coaching and development.
- Build a customer-focused team culture.

Operational Excellence
- Improve support center processes, service efficiency, and cross-functional issue resolution.
- Identify opportunities to improve customer experience and support operations.

- Minimum of two years of direct employee management experience within a customer support or call center environment within the Oil & Gas or Energy sector.
- Professional experience within the oil and gas industry, with demonstrated understanding of oil and gas customers and service operations.
- Experience managing customer-facing support employees, including coaching, performance management, employee development, and accountability.
- Demonstrated experience overseeing customer support operations, customer escalations, and issue resolution.
- Experience monitoring customer support performance metrics, including service levels, response times, customer satisfaction, and resolution performance.
- Strong leadership, decision-making, problem-solving, and conflict-resolution skills.
- Ability to manage competing priorities and customer escalations in a fast-paced environment.
- Strong communication skills and demonstrated ability to collaborate across departments.

Preferred Qualifications

- Experience managing a structured customer support center within an oilfield equipment, products, technology, or services organization.
- Experience supervising Shift Specialists, team leads, or customer support supervisors.
- Experience managing customer support operations across multiple shifts or within a 24/7 environment.
- Familiarity with oil and gas instrumentation, communications, digital solutions, and related customer support processes.
- Experience with Zendesk or comparable customer support and ticket management platforms.
- Bachelor's degree in business, Engineering, Information Technology, Operations, or a related field; equivalent experience considered.