Senior Customer Care Manager

Digital Realty

Regional Customer Care Manager leading customer support operations in a data center environment. Overseeing inquiries, support, and driving service excellence for Digital Realty.

Posted 7/30/2026full-timeRemote • Texas • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service management capabilities, including leading support teams, managing escalated inquiries, and coordinating cross-functional collaboration. Proficient in tracking service metrics and driving continuous improvement initiatives to enhance customer experience.

Highest-signal resume keywords

Customer Service ManagementCross-Functional CollaborationProblem-Solving SkillsTeam LeadershipCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementIncident ManagementData-Related Issue ResolutionBilling Dispute ManagementContract ManagementService Level Agreement (SLA) ComplianceCustomer Portal TrainingCustomer Service Metrics TrackingContinuous Improvement InitiativesCustomer Novation Management

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationStrong Organizational SkillsCustomer-Focused MindsetSelf-Motivated

Certifications & Qualifications

High School DiplomaBachelor's Degree in Business or Communications (Preferred)

Industry Keywords

Customer SupportCustomer SuccessService PerformanceStakeholder EngagementOperational Efficiency

About the role

Key responsibilities & impact

Lead end-to-end management of customer inquiries, ensuring timely and accurate responses in accordance with service level agreements (SLAs).
Oversee and support Level 1 (L1) customer support teams, providing guidance on complex customer issues and case management.
Manage escalated non-technical customer inquiries, including billing disputes, contract-related questions, reporting requests, inventory inquiries, and compliance-related matters.
Coordinate resolution efforts across Finance, Legal, Sales, Operations, and other internal teams while maintaining clear customer communication.
Provide customer portal training and support, including migration issue triage, incident management, user access administration, and data-related issue resolution.
Manage customer novations, ensuring seamless transitions of contracts, services, billing ownership, and related documentation.
Build and maintain strong relationships with customer stakeholders across technical, financial, and operational functions.
Conduct service reviews and customer discussions related to billing, reporting, service performance, and overall customer experience.
Track and report on customer service metrics, escalation trends, and resolution performance while identifying opportunities for improvement.
Lead continuous improvement initiatives that enhance customer experience, improve operational efficiency, and expand customer self-service capabilities.

Requirements

What you’ll need

High school diploma or equivalent required; bachelor's degree in Business, Communications, or a related field preferred.
3+ years of experience in customer service, customer support, customer success, or a related customer-facing environment.
Experience leading, mentoring, or supporting teams in a customer service environment preferred.
Ability to effectively collaborate with cross-functional teams including Operations, Sales, Finance, Implementation Services, and other business functions.
Strong problem-solving and analytical skills with the ability to simplify complex issues and identify root causes.
Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels and provide clear, professional updates.
Strong organizational skills with the ability to manage multiple priorities, escalations, and customer commitments simultaneously.
Customer-focused mindset with a passion for service excellence and delivering positive customer outcomes.
Self-motivated, adaptable professional who can work independently, maintain confidentiality, and exercise sound judgment.
Proven ability to influence and build relationships in a matrixed environment while demonstrating collaboration, accountability, inclusivity, and a results-driven approach.

Benefits

Comp & perks

medical
dental
vision
life and AD&D insurance
401k match
disability benefits
wellness and education benefits
employee stock purchase plan
paid time off
holidays
more.