Technical Support Manager

5 days ago


Charlotte, North Carolina, United States Palmetto Clean Technology Full time

We are seeking a highly skilled Digital Support Specialist to join our Customer Experience team at Palmetto Clean Technology. This is an exciting opportunity for a talented individual to develop and manage our digital support strategy, ensuring exceptional service through digital channels.

The ideal candidate will have 3+ years of experience in digital support, customer service, or a related role, with a proven track record of managing digital support channels and technologies. A Bachelor's degree in Business, Information Technology, Customer Experience, or a related field is required. Strong analytical skills, excellent communication and presentation skills, and experience with digital support tools and platforms are essential.

This role requires a strategic thinker with a passion for improving customer experiences and driving customer-centric change. The successful candidate will work collaboratively with cross-functional teams and influence without authority. As a key member of the team, you will be responsible for developing and implementing a comprehensive digital support strategy, including the development and management of digital support channels, customer experience enhancement, technology and innovation, performance measurement and reporting, and stakeholder engagement.

We offer excellent benefits, including unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans. This role is located in-person at our HQ in Charlotte, NC. We estimate the salary for this position to be around $85,000 per year.

Main KPIs for this role include customer contact rate, industry standard CX KPIs, online & self-help resolution rates, cost/contact, NPS throughout journey, and Palmetto brand reviews. Our company is committed to diversity and is an Equal Employment Opportunity employer.



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