Customer Support Manager

About Wonder Works: Building with Integrity Since 1987

Discover Wonder Works, a highly respected Development and Construction leader across the Tri-State Area. Since 1987, we’ve earned our reputation by consistently building with unwavering integrity and exceptional quality. Unlike conventional approaches, we understand that success requires flexibility. We navigate the entire construction lifecycle – from Pre-construction/Pre-development through Construction and Post Construction/Close Out – offering agile delivery methods tailored to each unique project. Whether acting as General Contractor, Design-Builder, Construction Manager, or even Developer, our focus remains on delivering excellence every step of the way.

The Opportunity: Lead Customer Support as a Strategic Partner

Are you a passionate and results-driven leader with a knack for building exceptional client relationships? Wonder Works is seeking a motivated and experienced Customer Support Manager to elevate our client experience. In this pivotal role, you won’t just manage a team; you’ll be instrumental in shaping our client interactions with our business clients, setting the standard for superior customer support through strategic policies, refined procedures, and clear goals. You’ll be the go-to expert on industry product trends, empowering your team with the knowledge they need to excel. This is a chance to lead, mentor, and directly impact the success of our client partnerships.

What You’ll Do: Responsibilities of the Customer Support Manager

As our Customer Support Manager, you will be at the helm of our support operations, responsible for:

• Leading the day-to-day functions of a dedicated customer support team.
• Acting as the primary point of contact for resolving escalated client support issues with professionalism and efficiency.
• Innovating and implementing customer support processes designed to significantly enhance client satisfaction.
• Developing, refining, and promoting the adoption of clear and effective customer support policies.
• Ensuring the team is consistently updated on new information regarding products, procedures, and relevant industry trends.
• Analyzing support statistics and generating detailed reports to provide insights and inform strategic decisions.
• Playing a key role in building the team through interviewing and hiring new employees.
• Overseeing and evaluating the ongoing training and development efforts for the team.
• Conducting performance evaluations and managing disciplinary processes in line with company standards.
• Stewarding the departmental budget effectively.

What You’ll Bring: Skills and Qualifications

To thrive in this role, you should possess the following:

• A foundational High school diploma or equivalent education.
• Proven experience in a customer support role, preferably within an environment serving business clients or a related industry.
• Familiarity with consumer protection principles and relevant legislation is a strong plus.
• Prior experience in a managerial or supervisory capacity is highly advantageous and preferred.
• Exceptional communication skills, both oral and written, paired with excellent interpersonal abilities.
• Well-honed arbitration and problem-solving skills, with the ability to remain impartial and fair.
• A capacity for skillfully multitasking with a high degree of precision.
• The ability to positively receive and utilize constructive criticism for growth.
• A strong alignment with Wonder Works’ core values of integrity, quality, teamwork, and accountability.

Why Wonder Works? Build Your Career with a Winning Team!

Joining Wonder Works means becoming part of a vibrant culture defined by a winning attitude. We actively champion innovation, foster strong teamwork, and uphold a deep sense of accountability. Our environment is results-oriented, intensely customer-centric, and yes, genuinely fun! We are committed to the growth and well-being of our employees, offering a competitive compensation package (Pay: $20.00 – $35.00 per hour), comprehensive health and financial benefits, ample learning and growth opportunities, rewarding bonus programs, and a variety of work-life benefits designed to support you inside and outside of work.

We are an equal opportunity employer and value diversity. All employment decisions are based on qualifications, merit, and business need. All your information will be kept confidential according to EEO guidelines.

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