Senior Customer Care Manager

🔥 2 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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Digital Realty

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company's global data center platform, provides customers with a secure data "meeting place". Digital Realty enables its customers with the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.

📋 Description

• Lead end-to-end management of customer inquiries, ensuring timely and accurate responses in accordance with service level agreements (SLAs). • Oversee and support Level 1 (L1) customer support teams, providing guidance on complex customer issues and case management. • Manage escalated non-technical customer inquiries, including billing disputes, contract-related questions, reporting requests, inventory inquiries, and compliance-related matters. • Coordinate resolution efforts across Finance, Legal, Sales, Operations, and other internal teams while maintaining clear customer communication. • Provide customer portal training and support, including migration issue triage, incident management, user access administration, and data-related issue resolution. • Manage customer novations, ensuring seamless transitions of contracts, services, billing ownership, and related documentation. • Build and maintain strong relationships with customer stakeholders across technical, financial, and operational functions. • Conduct service reviews and customer discussions related to billing, reporting, service performance, and overall customer experience. • Track and report on customer service metrics, escalation trends, and resolution performance while identifying opportunities for improvement. • Lead continuous improvement initiatives that enhance customer experience, improve operational efficiency, and expand customer self-service capabilities.

🎯 Requirements

• High school diploma or equivalent required; bachelor's degree in Business, Communications, or a related field preferred. • 3+ years of experience in customer service, customer support, customer success, or a related customer-facing environment. • Experience leading, mentoring, or supporting teams in a customer service environment preferred. • Ability to effectively collaborate with cross-functional teams including Operations, Sales, Finance, Implementation Services, and other business functions. • Strong problem-solving and analytical skills with the ability to simplify complex issues and identify root causes. • Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels and provide clear, professional updates. • Strong organizational skills with the ability to manage multiple priorities, escalations, and customer commitments simultaneously. • Customer-focused mindset with a passion for service excellence and delivering positive customer outcomes. • Self-motivated, adaptable professional who can work independently, maintain confidentiality, and exercise sound judgment. • Proven ability to influence and build relationships in a matrixed environment while demonstrating collaboration, accountability, inclusivity, and a results-driven approach.

🏖️ Benefits

• medical • dental • vision • life and AD&D insurance • 401k match • disability benefits • wellness and education benefits • employee stock purchase plan • paid time off • holidays • more.