Customer Support Manager

Customer Support Manager (AI & Technical Operations)

Location: Irving, TX

Work Setting: Onsite

Our client is seeking an experienced Customer Support Manager to lead and evolve customer support operations across smartphones and wearable devices. This position blends customer empathy, technical expertise, and operational leadership, with ownership of both human-led support and AI-driven chat and voice platforms. This position reports directly to the Head of After Sales and works closely with sales and marketing teams to deliver an exceptional customer experience.

• Lead day-to-day customer support operations across email, live chat, and phone channels
• Act as the primary escalation point for complex B2B and B2C customer issues, including RMA management
• Serve as a subject matter expert for mobile devices and wearables, including cellular plan setup, connectivity troubleshooting, and hardware support
• Own the setup, scripting, optimization, and performance of AI-driven chat and voice support platforms
• Develop intent-based automation flows that align with brand voice and improve resolution times
• Analyze support and AI performance data to continuously improve the customer experience
• Partner with sales and marketing teams to support product launches and promotional initiatives
• Ensure accurate documentation of all customer interactions within Salesforce
• Collaborate across global teams to maintain consistent service standards

• Experience in a customer support management or support operations position
• Background in mobile devices, wearables, telecommunications, or related technology environments
• Strong technical troubleshooting and problem-solving skills
• Hands-on experience implementing or managing AI-driven customer support tools
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with Salesforce and customer service platforms
• Experience working with Google Workspace
• Strong analytical mindset with the ability to interpret data and drive improvements
• Collaborative, adaptable team player comfortable working across functions and regions
• Bachelor’s degree in Business, Marketing, or a related field preferred
• Bilingual English and Spanish preferred;
  Chinese language skills are a plus