Customer Support

• 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

Customer Support Manager

• 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
• As a people manager, you build a team where people know what success looks like, feel safe to speak up, and can do their best work

• 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

• Provide exceptional customer service via phone and email
• Manage data in the customer database accurately
• Collaborate as a team to meet productivity goals
• Facilitate the achievement of departmental core metrics
• Communicate updates on cases
• Log calls and cases throughout the workday
• Monitor Customer Care dashboards
• Contribute to the creation of Knowledge Articles to support other departmental needs

Customer Care Specialist

• Be the point of contact for recipient questions through email and (rarely) phone
• Become a product expert and function as a first-level problem solver
• Use internal tools, macros, and help articles to resolve issues efficiently, and escalate issues when necessary
• Understand and gather recipient feedback trends to help our product team prioritize future projects
• Collaborate with your team to ensure we meet our SLAs and improve the efficiency of our processes
• Be friendly, compassionate, and solution-oriented with both recipients and the Tremendous team

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Customer Support Manager

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