Manager Customer Care

Job Summary

You are here to lead a new chapter of operational maturity and customer support excellence for Acuity’s Order Support team. As a Manager, you’ll take full ownership of a front-line team that serves customers across the United States. You’ll refine our operational processes, raise the bar for how we serve customers, and act as the escalation point for two of our highest-volume, most complex regions. This is a leadership role built for action. You’ll manage the daily rhythm of support while also stepping into escalations, contributing to cross-functional initiatives, and helping evolve the systems, tools, and expectations that define our team. You’ll serve as a mentor, a problem-solver, and a driver of accountability for your team. More than a people manager, you’re a catalyst for clarity, energy, and progress. You bring structure where it’s needed and push for excellence in how we communicate, deliver, and lead. Because the two regions you anchor stay busy well into the western business day, your schedule flexes to keep coverage strong when the West Coast is still live. 

Key Tasks & Responsibilities (Essential Functions)

Strategic Oversight & Leadership

• Own and lead the performance of a front-line team supporting customers across the United States.
• Serve as the escalation point for two of our highest-volume, most complex regions.
• Drive a culture of ownership, accountability, and urgency across the team.
• Step in to handle high-stakes escalations and resolve issues quickly and decisively.
• Represent the C&I Order Support team in cross-functional meetings and initiatives, contributing a voice that inspires excellence among peers

People Management & D aenvedl oppamrtneenrts alike.

• Manage and mentor a team of front-line representatives with a focus on excellence and growth.
• Model what great Customer Support leadership looks like at the managerial level.
• Coach team members on communication, priority management, and customer ownership, while modeling these behaviors and setting a consistent tone of accountability across your team.
• Identify high-potential talent and help build future team leaders.

Customer Support Maturity & Process Improvement

• Identify operational inefficiencies and partner with Customer Support leadership and tools teams to improve them.
• Support C&I-wide projects that enhance our systems, metrics, and service model.
• Champion proactive customer engagement and elevate standards across the team.

Team Continuity & Growth

• Own key operational efforts within your pod and keep them running without day-to-day escalation.
• Build cross-training and coverage so the team stays resilient through absences and demand spikes.
• Contribute to long-term departmental strategy as a partner to senior leadership.

Skills and Minimum Experience Required

• Bachelor Degree
• Advanced English skills
• 3+ Years of experience in customer-facing roles with at least 1 year in people management
• Experience in B2B order support, manufacturing, or distribution environments as well as familiarity with commercial lighting, electrical distribution, or adjacent industries (preferred)

Skills: 

• Proven ability to lead operationally complex, customer-facing teams while driving alignment across functions.
• Strategic thinking with a strong bias toward action, clarity, and accountability.
• Data-driven mindset with a demonstrated ability to analyze KPIs, extract insights, and implement improvements.
• Excellent written and verbal communication skills, including the ability to influence stakeholders across levels and functions.
• Confident and calm under pressure—skilled at navigating escalations and customer friction with professionalism and urgency.
• Ability to coach and develop front-line staff while simultaneously influencing peers and leadership.
• Experience leading change initiatives and creating structure in ambiguous or evolving environments.
• Strong operational discipline and comfort with workflow systems, CRM platforms, and modern Customer Support tools.
• Clear understanding of the customer journey and the impact of support experience on overall business performance.
• Naturally owns outcomes with a “we’ll take care of it” mentality that elevates team trust, customer confidence, and organizational momentum.
• Demonstrated ability to mentor peers and serve as a steadying influence within a leadership team.

Travel requirements

0-25%