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Customer Support Manager

Customer Support Manager | Full Time

At Hard Hat Training, we are looking for someone who is willing to learn and teach as a part of our talented team. As a customer support manager you will work closely with upper-management to map out future opportunities for the company and managing teams to help accomplish company vision and goals.

Starting Pay Range:

  • $50,000 - $60,000/year


  • Friendly and flexible work environment
  • Holiday pay
  • Vacation pay
  • Health benefits
  • Maternity/Paternity leave

Managerial Responsibilities:

  • Hires entry-level customer service employees
  • Trains new employees in the company’s customer service policies, procedures, and best practices
  • Organizes and oversees the work of assigned staff
  • Conducts performance evaluations that are timely and constructive
  • Handles discipline and termination of employees as needed and in accordance with company policy

Duties & Responsibilities:

  • Works as the manager over one or multiple divisions
  • Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service
  • Monitors or reviews calls or other correspondence between representatives and customers
  • Ensures that representatives are informed about changes to company products and service
  • Prepares monthly reports summarizing the assigned customer service team’s performance
  • Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff
  • Assists with budget preparation for the Customer Service department
  • Works with upper management to plan out future growth opportunities for the company and help coordinate efforts to pursue those opportunities
  • Expected to assist upper-management in any other endeavors that are required for the companies overall success
  • Performs other related duties as assigned

Requirements & Qualifications:

  • Bachelor’s Degree or prior experience equivalent
  • Professional oral and written communication is required
  • An ability to work as part of a team
  • Organizational skills are ideal
  • Prior experience with QuickBooks is ideal
  • Prior experience leading a team is ideal
  • Willingness to work hard, have a good attitude, and be honest in their work
  • An ability to deliver and receive constructive criticism when necessary
  • Excellent management and supervisory skills
  • Excellent verbal and written communication skills
  • Extensive knowledge of customer service procedures and principles
  • Organized with attention to detail
  • Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
  • Ability to coach and mentor customer service representatives
  • Proficient in Microsoft Office Suite or related software

Closing and Application Instructions:

If you are interested and would like to apply, please send a copy of your cover letter, your resume, and any other desired materials to:

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"Stop training the hard way. Do it the Hard Hat Training way instead!"
— Arthur Lee, CEO