CornerStone Technology Talent Services · 2 days ago
Customer Support Manager
Irving, TX
Full-time
Onsite
Mid, Senior LevelCornerStone Technology Talent Services is seeking an experienced Customer Support Manager to lead and evolve customer support operations across smartphones and wearable devices. The role involves managing day-to-day operations, acting as a primary escalation point for complex customer issues, and optimizing AI-driven support platforms to enhance customer experience.
Staffing & Recruiting
Responsibilities
Lead day-to-day customer support operations across email, live chat, and phone channels
Act as the primary escalation point for complex B2B and B2C customer issues, including RMA management
Serve as a subject matter expert for mobile devices and wearables, including cellular plan setup, connectivity troubleshooting, and hardware support
Own the setup, scripting, optimization, and performance of AI-driven chat and voice support platforms
Develop intent-based automation flows that align with brand voice and improve resolution times
Analyze support and AI performance data to continuously improve the customer experience
Partner with sales and marketing teams to support product launches and promotional initiatives
Ensure accurate documentation of all customer interactions within Salesforce
Collaborate across global teams to maintain consistent service standards
Qualification
Required
Experience in a customer support management or support operations position
Background in mobile devices, wearables, telecommunications, or related technology environments
Strong technical troubleshooting and problem-solving skills
Hands-on experience implementing or managing AI-driven customer support tools
Excellent written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment
Proficiency with Salesforce and customer service platforms
Experience working with Google Workspace
Strong analytical mindset with the ability to interpret data and drive improvements
Collaborative, adaptable team player comfortable working across functions and regions
Preferred
Bachelor's degree in Business, Marketing, or a related field
Bilingual English and Spanish
Chinese language skills are a plus
Company
CornerStone Technology Talent Services
CornerStone Technology Talent Services (TTS) delivers scalable IT hiring, government workforce solutions, and executive search with precision.
Founded in 1991
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase