Customer Support Manager presso Wilson Connectivity

About Wilson Connectivity:

Join the team at Wilson Connectivity and be a part of our mission to connect everyone, everywhere! As the industry leader in wireless connectivity solutions, we're bringing 5G connectivity to businesses and consumers in their homes, workplaces, and beyond.

But we're not just committed to developing innovative products - we're dedicated to developing great people. That's why we've been recognized as a "Best Companies to Work For" six times by Utah Business. Our strong work culture drives high employee satisfaction, and we're looking for individuals who are passionate about making a positive impact.

Position Overview

We are seeking a dynamic Customer Support Manager to drive operational excellence across our customer support and sales operations functions. This role will lead our customer-facing teams, optimize processes and data integrity, and pioneer our customer-facing AI initiatives. The ideal candidate combines strong operational expertise with a forward-thinking approach to technology and automation.

Key Responsibilities

Customer Support Leadership

• Lead and develop the customer support team managing inbound inquiries across multiple channels (phone, chat, email, SMS)
• Oversee sales order entry, returns processing, and installation troubleshooting
• Ensure continued achievement to performance metrics, quality standards, and continuous improvement initiatives
• Ensure exceptional customer experience across all touchpoints

Sales Operations Management

• Manage sales operations team supporting business partners and customers
• Design and implement scalable processes that drive efficiency while maintaining quality
• Maintain data integrity across systems and ensure accurate reporting
• Partner with sales leadership to optimize workflows and eliminate bottlenecks

AI & Technology Innovation

• Lead the development and implementation of customer-facing AI solutions
• Identify opportunities to leverage automation and AI to enhance customer experience and team efficiency
• Collaborate with technology teams to integrate AI tools into support and operations workflows

Required Qualifications

• 3-5 years of progressive experience in sales operations or customer support leadership
• Proven track record of building and leading high-performing customer-facing teams
• Strong process orientation with demonstrated ability to drive operational improvements
• Deep commitment to data accuracy and system integrity
• Passion for AI and emerging technologies with understanding of practical applications
• Customer-centric mindset with ability to balance efficiency with service quality
• Excellent communication and cross-functional collaboration skills

Preferred Qualifications

• Experience implementing AI or automation solutions in customer support environments
• Technical background or strong aptitude for understanding software systems
• Experience with CRM platforms and sales operations tools
• Background in B2B customer support or partner relationship management

A background check and drug screen is required upon accepting an offer of employment.