Customer Support Manager

Company Description

About Us

At Nexmos Design, we specialize in crafting unforgettable brand experiences through innovative design and event strategies. From corporate activations to creative showcases, we merge design, logistics, and customer engagement into every project. Based in San Antonio, TX, our passionate team works together to push boundaries and deliver results that exceed expectations.

Job Description

Job Description

We are seeking an experienced and motivated Customer Support Manager to lead our support team in Dallas, TX. The ideal candidate will have a strong background in customer service management, team leadership, and process improvement. This role will be responsible for overseeing daily support operations, ensuring customer satisfaction, and driving continuous improvements in service delivery.

Responsibilities

• Lead, mentor, and manage the customer support team

• Develop and implement strategies to improve customer experience

• Monitor key performance indicators (KPIs) and report on team performance

• Handle escalated customer issues and resolve them in a timely manner

• Collaborate with other departments to enhance customer service processes

• Conduct regular training and coaching sessions for support staff

• Maintain documentation of procedures and support policies

• Ensure service-level agreements (SLAs) are met consistently

Qualifications

Qualifications

• Proven experience (3+ years) in customer service or support management

• Strong leadership and team management skills

• Excellent communication and conflict resolution abilities

• Proficiency with customer service software and CRM platforms

• Ability to analyze data and implement improvements based on metrics

• Bachelor’s degree in Business, Communications, or a related field preferred

• Ability to work on-site full-time in Dallas, TX

Additional Information

Benefits

• Competitive salary ($59,000 – $65,000 per year)

• Professional growth and advancement opportunities

• Health, dental, and vision insurance

• Paid time off and holidays

• Supportive and collaborative work environment

• Ongoing training and leadership development programs