Customer Support Manager

TOMRA

Lead Customer Support Center for TOMRA Food to enhance operational performance and service outcomes across the Americas. Build a Technical Support Center of Excellence and drive CRM transition.

Posted 5/22/2026full-timeRemote • Washington • 🏈 Anywhere in North AmericaSeniorLead💰 $110,208 - $137,760 per yearWebsite

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead end-to-end service operations across the Americas, from first contact to resolution
Set, track, and improve KPIs including CSAT, response time, resolution time, backlog, and service quality
Build a Technical Support Center of Excellence, including remote support and escalation governance
Act as the senior escalation point for high-impact customer and technical issues, driving structured root-cause analysis and durable fixes
Partner across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams to improve end-to-end performance
Lead a critical CRM transition from IFS to Microsoft Dynamics 365 while keeping workflows stable and customers informed
Own budget delivery, forecasting, and short, medium and long-term priorities aligned to our service strategy
Build a team where people know what success looks like, feel safe to speak up, and can do their best work

Requirements

What you’ll need

8+ years of experience in customer service, technical support, or service operations, including 5+ years leading teams
Experience leading regional, remote, or multidisciplinary teams in a service environment
Experience establishing or scaling support operations, including escalation frameworks and performance review cadence
Experience using CRM or ERP data to run service operations including cases, escalations, dashboards, and KPIs
Experience leading or supporting CRM or ERP implementations and adoption in service workflows
Willingness to travel across North and Latin America, typically 25 to 50 percent depending on business needs, and ability to obtain and maintain a valid passport
Ability to drive without restrictions in your country of residence

Benefits

Comp & perks

Comprehensive medical, dental, and vision plans with 100% employee premium coverage
31 days of PTO annually (vacation, sick, and holidays), increasing with tenure
401(k) with 100% match on the first 4% of your contributions
8 weeks of fully paid parental leave for eligible employees
Up to 4 days of paid bereavement leave to support employees during personal loss
Employee Assistance Program supporting mental, emotional, and financial well-being
Inclusive culture that values diversity, well-being, and teamwork
Global career growth opportunities with strong internal promotion record

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

KPI trackingroot-cause analysisCRM implementationERP implementationservice operations managementperformance reviewescalation frameworksbudget managementforecasting

Soft Skills

leadershipteam buildingcommunicationcollaborationproblem-solvingcustomer focusadaptabilitystrategic thinking