Manager, Customer Support

About Crisis24

Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe.

At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge.

More information is available at www.crisis24.garda.com

Preferred location, Annapolis MD. Open to remote within US

Who We Are Looking For

The Manager of Customer Support for One Call Now will be responsible for planning, directing and coordinating the customer support department for OCN. This individual will oversee planning and maintaining systems and procedures for operating efficiency while managing staff for optimum performance. A motivated and self-driving candidate is desired. The One Call Now support case volume requires constant queue management by the manager, proactively analyzing the queue to identify critical cases, and to re-direct tasks that belong to other functional groups working with the One Call Now platform (Account Management, Finance, Billing, Accounting, etc.)

What You Will Work On

• Lead, hire, train, and coach a high-performing customer support team in a fast-paced, high-volume environment.
• Set clear goals and KPIs (e.g., Average Handle Time, First Call Resolution, Call Quality); monitor performance and drive continuous improvement.
• Ensure high levels of customer satisfaction through proactive follow-ups, issue resolution, and escalation management.
• Conduct regular one-on-ones, coaching sessions, and performance reviews to develop team members and foster a culture of accountability.
• Collaborate cross-functionally with development, database, and operations teams to prioritize and resolve client requests and internal defects.
• Oversee support systems, processes, and resource allocation to improve efficiency and effectiveness across the department.
• Analyze support data and reports to identify trends, optimize workflows, and implement strategic improvements.
• Manage special projects, departmental initiatives, and client-specific needs as assigned.
• Serve as the primary escalation point for on-call and high-priority client issues.

What You Wil Bring

• Bachelor's degree in business administration, Communications, or a related field; equivalent experience will be considered.
• 5+ years of progressive customer support experience, with at least 3 years in a leadership or management role within a high-volume, fast-paced environment.
• Proven track record of leading high-performing teams, driving customer satisfaction, and improving operational efficiency.
• Deep understanding of business operations, customer service principles, and management best practices.
• Experience in developing and implementing strategic plans, including the ability to define, measure, and act on KPIs and success metrics.
• Strong organizational skills and knowledge of office administration procedures and team resource planning.
• Ability to work cross-functionally and communicate effectively with stakeholders at all levels of the organization.
• Proficiency in customer support technologies and systems, including:

• CRM platforms (e.g., Salesforce)
• ITSM tools (e.g., ServiceNow)
• Multi-line call center platforms
• Microsoft Office Suite (Word, Excel, PowerPoint, Project)

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.