{"id":3388037,"url":"https://alion.io/job/shorr-customer-support-manager","title":"Customer Support Manager","company":{"id":2714422,"name":"Shorr","domain":"shorr.com","url":"https://alion.io/company/shorr","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Gem","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":78000,"max_usd":166000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":768},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"HubSpot","optional":false},{"name":"Outlook","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-08-24T11:45:57Z","employer_posted_date":"2026-08-31","last_verified_at":"2026-11-01T00:32:48Z","board_verified":true,"closed_at":null,"days_open":68,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":68},"description":"Together, We Own it! Start your employee owner journey with Shorr Packaging.\nThe Customer Support Manager is responsible for hiring, coaching, and leading a diverse and inclusive team in a fast-paced and rapidly changing environment. This individual serves as coach, mentor, and leader to help individuals grow in their career while setting expectations on performance-based feedback and transparency.\nThe Customer Support Manager is a subject matter expert and an accessible point of contact for our internal stakeholders and external customers. As a department leader, he/she upholds quality service standards while modeling adherence to standard operating procedures and helping to drive the strategies developed to enhance customer experience. Through effective leadership, this role will promote a culture that is consistent with the Shorr organization while creating a team of highly engaged customer advocates to deliver a best-in-class customer experience.\nResponsibilities\nHiring:\nResponsible for hiring of new team members. Partner with HR on recruiting, resume review, interviews, and offer decision discussions.\nTraining: ensure timely onboarding of new hires while also providing consistent, on-going learning/development initiatives for all team members to enhance performance and growth opportunities.\nInteract with team members daily to motivate and coach for peak performance. Provide feedback, guidance and develop corrective action plans when needed.\nDirect and monitor workload balance among team members and effectively delegate to ensure customer experience goals and SLA’s are consistently met.\nSet, manage, and monitor employee/team goals and objectives with clear communication on expectations for productivity, quality, and continuous improvement.\nProcess Improvement:\nMonitor reports, KPI’s and dashboards while analyzing data to assess resource allocation, maximize efficiency, and ensure high customer satisfaction. Review with team on a regular basis.\nContribute to development and roll-out of customer service/sales support standard operating procedures and evaluate effectiveness.\nRecommend process improvements to drive efficiency and improved customer experience.\nCustomer/Sales Support:\nSupport team members in resolving escalated issues and complaints to ensure prompt resolution time and consistent quality.\nProvide back-up support to team members and assist with tasks when needed to ensure SLAs are met. \nSupport onboarding and training of new Account Executives on customer facing activities as it relates to the division and customer support department.\nProvide support on cross-functional initiatives as internal liaison for customer support team with Shorr stakeholders including sales, marketing, finance, and operations.\nOther duties as assigned.\nRequirements\nBachelors Degree or equivalent required\nMinimum of 5+ years leading or managing a customer support team\nPrior experience managing a team in a fast paced, high intensity, customer focused environment\nDemonstrated in-depth knowledge of Shorr’s customer base, products, and procedures or 3-5 prior experience managing a team of direct reports.\nAbility to remain calm and professional under pressure while modeling such to their team members.\nExcellent leadership and interpersonal skills.\nStrong organization skills and ability to multi-task/prioritize based on urgency.\nStrong written and verbal communication skills with ability to communicate across multiple levels within an organization.\nDemonstrated ability to analyze complex situation and effectively problem-solve.\nProven capacity to discern when confidentiality must be observed.\nDemonstrated ability to work through an organization with key business partners to hit key metrics and drive process improvements.\nMust be efficient in all Microsoft Suite applications including Outlook, TEAMS, Word, Excel, and Power Point\nExperience with CRM systems such as Salesforce, Hubspot, etc. required.\nExperience with order automation systems required; artificial intelligence (AI) experience preferred.\nAbility to work flexible hours and travel periodically when necessary.\nShorr Packaging does not provide work authorization sponsorship for this position.\nShorr Benefits\n Employee Stock Ownership Plan (ESOP) - Together, We Own It!\n Comprehensive Employee Benefits: Medical, dental, vision, Paid Time Off and other insurance coverages\nGenerous PTO with vacation, sick and floating holidays.\n401K plan plus matching\nTeam based Employee Owner company culture\nShorr Packaging Corp is an equal-opportunity employer. It is the policy of Shorr Packaging Corp to afford full Equal Employment Opportunity, and all applicants will receive consideration for employment without regard to protected veteran status or disability status or any other legally protected status.","description_format":"text","description_chars":4815,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Growth opportunities","Insurance coverage"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Manufacturing"],"lifecycle":[{"event":"open","at":"2026-10-28T08:40:59Z"}],"visa":[],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.513,"p_room":0.28,"age_days":67,"expected_fill_days":28,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/shorr-customer-support-manager","json_url":"https://alion.io/job/shorr-customer-support-manager.json","meta":{"generated_at":"2026-11-01T02:06:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3159,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2714422},"rest":"https://alion.io/mcp/rest/get_company?id=2714422"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fshorr-customer-support-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fshorr-customer-support-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fshorr-customer-support-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/shorr-customer-support-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fshorr-customer-support-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3388037}},{"tool":"search_jobs","arguments":{"company":"shorr.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3388037},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}