Customer Support Manager

Responsibilities

• 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
• Partner across Field Service, Technical Experts, Supply Chain, Engineering, Product, Sales, Digital, and global teams
• Lead a critical CRM transition from IFS to Microsoft Dynamics 365
• Own budget delivery, forecasting, and short, medium and long-term priorities

Requirements

• 8+ years of experience in customer service, technical support, or service operations
• 5+ years of experience leading teams
• Experience leading regional, remote, or multidisciplinary teams in a service environment
• Experience establishing or scaling support operations and escalation frameworks
• Experience using CRM or ERP data to run service operations and KPIs
• Experience leading or supporting CRM or ERP implementations
• Willingness to travel across North and Latin America (25% to 50%)
• Ability to obtain and maintain a valid passport
• Ability to drive without restrictions in your country of residence

Preferred Qualifications

• Microsoft Dynamics 365 experience and deeper implementation capability

Benefits

• Comprehensive medical, dental, and vision plans with 100% employee premium coverage
• 31 days of PTO annually (vacation, sick, and holidays)
• 401(k) with 100% match on the first 4% of contributions
• 8 weeks of fully paid parental leave
• Up to 4 days of paid bereavement leave
• Employee Assistance Program

About the Company

TOMRA Food is a multinational organization and a leading provider of sensor-based sorting, peeling and integrated post-harvest solution for the food industries.