Job Description

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.

Customer Support Center Leadership

• Lead and manage customer support center employees, including hiring, coaching, performance management, employee development, and succession planning.
• Establish clear performance expectations, individual goals, and accountability.
• Provide leadership and direction to Shift Specialists to ensure effective daily operations and consistent service delivery.
• Evaluate staffing, scheduling, workload distribution, and employee capabilities to support customer demand and business priorities.
• Foster a culture of teamwork, continuous improvement, and customer-focused service.
• Customer Escalation Management
• Serve as the primary management escalation point for significant customer concerns.
• Take ownership of escalated customer issues from initial assessment through resolution.
• Engage directly with customers to address concerns, communicate action plans, and ensure appropriate follow-up.
• Coordinate responses to critical customer situations and service disruptions.
• Partner with Sales, Product Management, Engineering, Operations, and Field Service to resolve complex customer issues.
• Support Center Performance
• Monitor and improve customer support KPIs, including CSAT, response times, abandoned calls, ticket resolution, and SLA compliance.
• Identify performance gaps and implement corrective actions.
• Establish and maintain operational policies, procedures, and service expectations.
• Ensure consistent customer support processes across shifts.
• Use performance reporting and customer feedback to identify improvement opportunities.
• Continuous Improvement
• Identify opportunities to improve support workflows, training, documentation, and technology utilization.
• Implement process improvements that increase service efficiency and customer satisfaction.
• Strengthen collaboration between customer support and other departments.
• Support employee development and operational consistency through standardized processes.
• 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.