Customer Support Manager

About Us: 

At FloWater, we believe everyone deserves access to clean drinking water they can trust and love. So we set out to restore America’s drinking water and bring people back to the tap.

Since 2013, we have been transforming the way the world drinks water by turning ordinary tap into great tasting, purified, mineral enhanced water and delivering epic hydration experiences through our Refill Stations. Today, more than 12,000 Refill Stations across the United States hydrate millions of people every year inside some of the world’s biggest and coolest brands in fitness, hospitality, education, and beyond. We are not just another water company. We are building the most loved water brand in the country and redefining what people expect from drinking water.

We scale fast. We think big. We care deeply about taste, trust, and experience, and we hold a high bar for ourselves and each other. If you want to help rebuild trust in drinking water, work with iconic brands, and be part of a team that moves quickly and builds boldly, you are in the right place.

FloWater is committed to building an inclusive workplace where everyone feels respected, supported, and empowered to do their best work. FloWater provides equal employment opportunities to all employees and applicants and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, pregnancy, veteran status, genetic information, disability, or any other protected status.

Our Commitment: FloWater believes we can perform at our best when we are able to be our authentic selves. We strive to create a culture that celebrates our differences and supports diversity, creating an equitable and inclusive workplace for all. FloWater does not discriminate and provides equal employment opportunities to all employees and applicants regardless of race, religion, color, national origin, gender, sexual orientation, gender orientation/expression, age, marital status, pregnancy, veteran status, genetic information, or disability.

Great Candidates: Someone who is a customer-centric professional with 3+ years of experience in customer support, account management, or call center operations.  You have a meticulous eye for detail and a proactive approach to communication. You thrive in a fast-paced environment while delivering top-quality work. You’re skilled at building strong relationships and have a talent for defusing escalated situations while exceeding performance metrics. 
Responsibilities and Role:

• Lead, coach, and develop a team of 4 Customer Support professionals, fostering a high-performance culture aligned with FloWater’s values 
• Serve as the primary point of contact for assigned accounts, fostering long-term loyalty 
• Conduct proactive outreach via phone and email to maintain strong customer relationships  
• Develop a comprehensive understanding of FloWater’s advanced water purification technology  
• Troubleshoot technical issues and provide effective solutions 
• Investigate service breakdowns and conduct root cause analysis 
• Create and refine processes to enhance overall account health and customer satisfaction  
• Work closely with various departments to ensure prompt resolution of customer inquiries  
• Serve as an escalation point for complex issues involving clients or technicians 

 Candidate Competencies:

• Bachelor’s degree required 
• 3+ years of experience in account management, customer support, or call center operations  
• Familiarity with products and services in a technical field is a plus 
• Proficiency with Microsoft Office, Google Suite, and CRM software (NetSuite and Zendesk experience preferred) 
• Exceptional verbal and written communication skills 
• Strong analytical and problem-solving abilities 
• Ability to multitask and prioritize in a dynamic environment 

Compensation: This is a REMOTE, full-time, salaried position with a competitive base salary of $55,000 - $60,000, as well as a comprehensive benefits package (medical, dental, vision, F.S.A., 401(k)), partially paid parental leave policy, and Paid Time Off.

This role is REMOTE, requires the candidate to be located in the MST, CST, or PST time zones