Customer Support Manager

Customer Support Manager

As the Customer Support Manager for Magna New Mobility, you will lead a team dedicated to delivering exceptional customer experiences. Your role is critical in ensuring that our customers receive timely, effective, and empathetic support across all touchpoints. You will oversee daily operations, develop support strategies, and collaborate with cross-functional teams to continuously improve service quality and customer satisfaction.

Essential Duties and Responsibilities:

• Team Growth & Leadership: Grow, manage and mentor a team of customer support specialists, ensuring high performance and professional growth.
• Customer Experience: Drive a customer-first culture by ensuring inquiries and issues are resolved promptly and effectively.
• Process Improvement: Develop and implement support processes, tools, and best practices to enhance efficiency and scalability.
• Metrics & Reporting: Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores; provide regular reports to leadership.
• Escalation Management: Oversee complex or high-priority customer issues, ensuring timely resolution and clear communication.
• Cross-Functional Collaboration: Work closely with product, engineering, and operations teams to address recurring issues and improve offerings.
• Training & Development: Create onboarding and continuous training programs for support staff to maintain technical and product knowledge.
• Customer Feedback: Collect and analyze feedback to identify trends and opportunities for improvement.

Education / Experience:

• Bachelor's degree in Business, IT, or related field (or equivalent experience required).
• 5+ years in customer support or service roles required.
• 2+ years leadership experience preferred.

Special Knowledge / Skills:

• Strong leadership and team management abilities.
• Excellent communication and problem-solving skills.
• Familiarity with CRM systems and support tools (e.g., Zendesk, Salesforce).
• Ability to analyze data and drive decisions based on insights.
• Industry Knowledge: Understanding of mobility solutions, automotive technology, or SaaS products is a plus.

Physical Demands / Work Environment:

• Normal amount of sitting or standing, average mobility to move around an office environment, able to conduct normal amount of work at a computer.
• Domestic and international travel up to 20 - 30%

Hiring Base Salary Range: $105,780 - $196,440 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data). In addition to base salary, some positions are eligible for an annual performance based bonus.

At Magna, we believe that a diverse workforce is critical to our success. That's why we are proud to be an equal opportunity employer. We hire on the basis of experience and qualifications, and in consideration of job requirements, regardless of, in particular, color, ancestry, religion, gender, origin, sexual orientation, age, citizenship, marital status, disability or gender identity. Magna takes the privacy of your personal information seriously. We discourage you from sending applications via email or traditional mail to comply with GDPR requirements and your local Data Privacy Law.