Customer Support Manager

February 22

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HPF Automation, LLC

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HPF Automation, LLC is a specialized engineering, design, and land surveying company headquartered in Midland, Texas, with additional locations in Houston and Clyde, Texas. The company offers a comprehensive range of professional services including automation and panel assembly. HPF Automation caters to the gas processing, petrochemical, sulfur recovery, and CO2 recovery plant sectors, providing expertise in ASME Code vessel design, piping design, and structural analysis. Their services extend to civil, structural, mechanical, and electrical engineering, along with land surveying, CAD design and drafting, welding procedures, and project management. HPF Automation is committed to delivering quality services to clients worldwide.

Industrial Control Panels • Automation Solutions • Specification Sizing • Control Panel Fabrication • In-House Engineering

11 - 50 employees

⚡ Energy

📋 Description

• About Bellhop: one of the fastest-growing companies in the $30B moving market. • Seeking a Customer Support Manager to lead and optimize our support and order fulfillment operations. • Manage day-to-day operations of an outsourced customer support team. • Act as the primary liaison between the company and the BPO/vendor. • Conduct regular coaching, training, and performance reviews. • Track, analyze, and report on key performance metrics (CSAT, FRT, AHT, resolution rate, etc.). • Identify inefficiencies in current support workflows. • Collaborate with cross-functional teams to advocate for customer needs. • Become an expert in the moving industry for customer experience. • Drive initiatives to improve self-service options to enhance customer satisfaction.

🎯 Requirements

• 4–7 years of experience in customer support management, preferably with outsourced teams. • Proven track record of managing customer service KPIs and driving performance improvements. • Experience with support tools and CRM platforms (Zendesk strongly preferred). • Strong analytical skills with the ability to interpret data and present actionable insights. • Process-oriented mindset with a passion for operational excellence and continuous improvement. • Excellent communication and leadership skills, with the ability to work cross-functionally and influence stakeholders. • Demonstrated ability to work in a fast paced and highly collaborative role in a logistically-focused space. • Experience managing a team of offshore Customer Support Agents through a BPO: identifying training and coaching opportunities, and offering strategies and tactics to drive towards individual and team targets. • Preferred Qualifications: • Experience in SaaS, e-commerce, or tech-enabled service industries. • Familiarity with AI-driven support tools and automation strategies. • Strong project management skills and ability to drive forward multiple concurrent workstreams. • SQL proficiency