TKC Holdings, Inc. · 13 hours ago
Operations Support Manager
North Carolina, United States
Full-time
Hybrid
Mid Level
$75K/yr - $85K/yrTKC Holdings, Inc. is a respected leader in the corrections and hospitality industries, committed to delivering excellent products and services. The Operations Support Manager will focus on day-to-day operational execution, customer service, and proactive communication with correctional facility partners, ensuring high service quality and effective issue resolution.
ElectronicsFood and BeverageHospitality
Responsibilities
Act as a primary day-to-day operational contact for correctional facility customers
Make regular outbound customer service and 'well check' calls to facilities to identify issues early
Respond to customer questions, concerns, and requests with a strong sense of urgency and ownership
Maintain frequent, consistent communication with customers to ensure they feel supported and informed
Actively monitor open helpdesk tickets and follow up internally on outstanding issues
Provide proactive status updates to customers without waiting for inbound follow-up request
Push tickets forward by coordinating with technical, support, and implementation teams
Track unresolved or recurring issues and ensure they are closed or escalated appropriately
Support new facility startups and system go-lives from a hands-on operational perspective
Support installation, activation, and testing with internal teams and facility contacts
Be actively involved on-site during go-live periods to address issues as they arise
Conduct follow-up with facilities after go-live to confirm systems are functioning properly
Ensure all post-go-live items are completed, including outstanding tickets, configuration issues, and training needs
Serve as the operational owner once the initial go-live is complete
Provide practical training to facility staff as needed
Assist with basic system usage, troubleshooting, and process questions
Identify when additional training or higher-level support is required
Work closely with sales, support, and technical teams to keep customer issues moving
Document customer interactions, action items, and resolutions clearly
Help maintain operational consistency as customer volume grows
30% Travel Required
Customers feel proactively supported and informed
Fewer unresolved or aging tickets
Smooth startups with clear post-go-live follow-up
Reduced operational burden on sales leadership
Issues are addressed before customers feel the need to escalate
Other duties as assigned
Qualification
Required
Bachelor's Degree preferred and/or equivalent experience
Experience in customer service, operations, or account support roles
Strong follow-through and ability to manage multiple active issues at once
Excellent communication skills with a customer-first mindset
Comfortable working directly with customers in a regulated or high-accountability environment
Willingness to be deeply involved in daily operational tasks
MS Office experience required – Outlook, Word, Excel and PowerPoint
Ability to think independently
Problem solving skills
Highly organized
Customer Service mindset
Time Management
Ability to Travel 30%
Must live in the Southeast working from home
Preferred
Salesforce.com experience preferred
Benefits
Medical w/prescription coverage
Dental
Vision
Basic Life and Basic Accidental Death and Dismemberment Insurance
Short Term Disability
Long Term Disability
Voluntary benefits that can be selected to create the right package for you
Paid time off
Company Match for the 401(k) Retirement Savings Plan
DailyPay providing you immediate access to earned wages
Company
TKC Holdings, Inc.
TKC Holdings, Inc. is the parent company for Trinity Services Group, Keefe Group, and Courtesy Products.
Founded in 2016
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Gary Snyder
Chief Executive Officer
Ryan Essner
Chief Information Security Officer
Recent News
Connecticut Post
2025-04-06
Company data provided by crunchbase