Customer Care Manager

Position

Manager, Customer Care

Richmond, IN

Exempt

Minimal – up to 10% for customer visits

Hyperion Solutions is headquartered in Memphis, Tennessee with offices around the United States. As a unified group of integrated brands, Hyperion Solutions designs, manufactures, and services parts for the installation, modernization, and maintenance of both commercial and residential elevators. Our products and services include mechanical equipment, repair services, and digital solutions for elevator movement, management, and safety. We deliver to our customers application expertise, critical evaluation, creative resolutions, and ultimately satisfied property owners.

As a rapidly growing company we are continuously looking for positive, energetic, passionate people to join our team.

Hyperion Solutions is currently seeking an experienced Manager of Customer Care to join our Commercial team based out of Richmond, IN. Reporting to the Director of Customer Care, this position plays an integral part on the team by leading a team of customer service representatives, ensuring exceptional service delivery, and fostering a positive work environment. This role requires a blend of leadership, problem‑solving skills, and customer‑centric focus to meet and exceed customer expectations while supporting team development and operational efficiency.

• Supervise a team of technical sales, customer service and after‑sales support representatives, providing guidance, coaching, and performance feedback to ensure high‑quality service delivery.
• Lead by example, promoting a positive, collaborative work environment that encourages open communication and teamwork.
• Conduct regular team meetings to address issues, share updates, and reinforce company values and service standards.
• Develop and maintain schedules to ensure adequate coverage, balancing workload and optimizing response times.
• Support the recruitment, training, and onboarding of new team members to maintain a strong, competent team.

• Ensure customer inquiries, complaints, and requests are resolved in a timely and satisfactory manner, upholding the company's customer service standards.
• Serve as an escalation point for complex or unresolved issues, working with customers directly when needed to find solutions.
• Monitor customer feedback, analyze trends, and provide recommendations for process improvements based on customer needs and concerns.
• Collaborate with other departments to resolve customer issues and improve inter‑departmental workflows for a seamless customer experience.

• Set clear performance goals and objectives for the customer service team, ensuring alignment with department and company goals.
• Track and evaluate team performance metrics, such as response time, first‑contact resolution, and customer satisfaction scores.
• Prepare and present regular reports on team performance, identifying trends, challenges, and areas for improvement.
• Use data‑driven insights to coach team members individually, ensuring continuous performance enhancement and development.

• Analyze current processes to identify inefficiencies, recommend improvements, and implement solutions to enhance customer service delivery.
• Develop and update standard operating procedures (SOPs) and guidelines to maintain consistency and quality in customer interactions.
• Stay updated on industry best practices and technology trends in customer service to drive innovation within the team.
• Participate in cross‑functional projects aimed at improving the overall customer experience and streamlining workflows.

• Ensure that the customer service team adheres to all company policies, as well as industry regulations and standards.
• Conduct regular quality assessments of team interactions to ensure they meet established standards for communication, professionalism, and problem resolution.
• Implement training programs and refresher courses to keep the team updated on compliance requirements and best practices.

• BS/BA in business, mechanical…