Xylem · 5 hours ago
Customer Support Manager
Auburn, NY
Full-time
Onsite
Mid, Senior Level
5+ years expXylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact. They are seeking a Customer Support Manager to lead and develop a team, manage regional customer support operations, and ensure exceptional customer relations while driving operational excellence.
Professional ServicesSporting GoodsTravel
Responsibilities
Provide clear direction and guidance to the Customer Support team, ensuring alignment with organizational goals and policies
Lead and develop a team of supervisors and experienced professionals, fostering a culture of accountability, collaboration, and continuous improvement
Recruit, coach, and mentor team members to support career progression and professional growth
Manage and coordinate regional customer support operations, ensuring optimal resource allocation and workload balance
Develop, implement, and monitor operating systems, policies, and procedures to drive efficiency and quality
Define and execute continuous improvement strategies to enhance service delivery and operational performance
Ensure exceptional customer relations by resolving claims and complaints promptly, fairly, and in compliance with applicable laws and company standards
Develop proactive initiatives to educate and inform customers, improving overall satisfaction and loyalty
Monitor customer feedback and survey results to identify trends and implement improvement plans
Establish and track key performance indicators (KPIs) and metrics to measure team effectiveness and customer satisfaction
Utilize data-driven insights to inform decision-making and optimize processes
Interpret and execute organizational policies, recommending modifications to improve operational effectiveness
Adapt departmental plans and priorities to address resource challenges and evolving business needs
Serve as a primary liaison between internal teams and senior management, ensuring seamless communication and collaboration
Deploy technology solutions and continuous improvement initiatives to support business growth and scalability
Qualification
Required
5–7+ years of relevant professional experience, including 1–3+ years in a management or leadership role
Bachelor's degree (or equivalent work experience) with strong conceptual knowledge of fundamental theories, principles, and practices
Proficiency in CRM platforms such as Salesforce, Pega, Conexium, and ERP systems like SAP
Familiarity with Linux-AS400 environments
Advanced skills in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
Experience with Select Configure Price Quote (SCPQ) tools and enterprise resource planning systems
Proven supervisory experience with a track record of career progression and talent development
Ability to recruit, train, and motivate teams to achieve business objectives
Strong coaching skills with a commitment to two-way feedback and open dialogue
Demonstrated ability to lead diverse teams in a matrixed organization
Solid project management experience, including process development and implementation
Skilled in developing and monitoring performance metrics; comfortable with data-driven decision-making
Strong business acumen and collaborative leadership style
Legendary customer service mindset with an unwavering passion for delivering exceptional experiences
Excellent written and verbal communication skills
Strong analytical, problem-solving, and influencing abilities
Ability to travel up to 10%
Comfortable working across diverse customer bases and organizational structures
Light lifting of 20-25 pounds
Moderate physical demand and limited exposure to shop elements
Regularly required to sit or stand, reach, bend and move about the facility or customer job site
Regularly required to listen, talk to, and see employees and customers on a daily basis
Benefits
Paid Volunteer Program
Xylem Watermark
Inclusion and belonging
Employee Resource Groups (ERG)
Company
Xylem
Xylem is the global leader in advanced technologies, solutions and services that address the world’s biggest water challenges.
10001+ employees
H1B Sponsorship
Xylem has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (33)
2024 (8)
2021 (5)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Bill Grogan
Senior Vice President and Chief Financial Officer
Matt Latino
VP, Finance and Segment CFO Americas, Applied Water Systems and Measurement & Control Solutions
Recent News
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2025-10-07
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2025-10-02
Company data provided by crunchbase