My Post (16)

Position: Manager – Support Center
Reports to: Manager of Implementation and Support Services
Company: Custom Business Solutions, Inc.
Location: Irvine, CA / Dallas, Tx


EOE Statement:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Purpose and Responsibilities:

The CBS Support Center Manager will lead the day-to-day operations of the Support Center team in supporting CBS’s customer base, sales team, development initiatives, and project management implementations.  To provide hands-on leadership in day-to-day operations, by keeping the best interests of CBS and the client on the forefront of all daily operational activities within the Support Center.

Here are of some but not limited to the day-to-day responsibilities:

  • Responsible for all activities in the Support Center; overseeing the day-to-day operations and execution.
  • Provide leadership to the Support Center’s team; includes leading by example.
  • Accountability for responsiveness, quality, and efficiency of all support services provided by the Support Center.
  • Interact in the escalations for all customer issues and customer requests to ensure customer satisfaction at all levels of support, representing a person of authority, responding with a sense of urgency and empowerment to resolve the situation with consistency and extraordinary results.
  • Ensure regular and impactful communications with internal and external organizations and customers to ensure effective product support and enhanced customer satisfaction.
  • Manage the technical and customer service responses to our customers by implementing and using standardized case management, tracking processes, and tools.
  • Present a positive outlook and attitude on all CBS products and Services.
  • Use strong coaching skills as a means to ensure consistent and timely resolutions.
  • Follow up on Support Center projects, ensuring deadlines are met.
  • Responsible for ensuring the Knowledge Manager is continually updated with current symptoms and solutions for technical inquiries and troubleshooting activities that enhance our response times and accuracy of solutions.
  • Be able to help support analysts by organizing difficult cases and providing direction on challenging support issues.
  • Manage the education process of the Support Center; identifying and developing training requirements, tools, and documentation.
  • Determine reporting requirements and methodology to identify support trends and takes action to communicate and address; escalating to development and other departments when appropriate; including supporting documentation.
  • Organize and lead Support Center employee staff meetings, sharing information and support scenarios.
  • Convey clear expectations and hold people accountable for achieving goals, able to apply applicable corrective action as needed to redirect employees.


  • Portray a complete understanding of the many roles and responsibilities within the Support Center; this person needs to demonstrate a high level of expertise in incident management. He/she will be required to manage multiple service level agreements that ultimately affect the satisfaction of our customers.
  • Consistently demonstrates a sense of urgency and a high level of accountability.
  • Excellent human relations skills to select, develop, mentor, discipline, and reward employees.
  • Excellent interpersonal skills to interact with customers, technical personnel, employees, and executive management.
    • Customer-service oriented with a problem-solving attitude
  • Ability to multi-task
  • Strong communication and presentation skills.
  • Strong organization and time management skills.
  • Strong analytical and problem-solving skills.
  • Ability to implement a process to improve the team and customer experience
  • Demonstrate the ability to quickly adapt to change.
  • A proven track record of participating in a support organization.

Minimum Job Requirements:

  • A minimum 5 years experience in support management, Help Desk Institute certifications a plus.
  • Bachelor’s degree or equivalent combination of education and experience.

Working Conditions & Physical Effort:

  • Moderate physical activity. May require physical effort including lifting up to 40 pounds and some extended periods of standing and walking
  • Work is normally performed in some type of typical interior/office work environment but also can be remote
  • Travel is required to make trips between offices in different states


  • Salaried Position
  • Paid Vacation & Holidays
  • Health & Dental Insurance
  • 401K
  • Full Details included in the contract

In Summary:

Performing these essential skill sets is paramount to the success of the Support Center Manager:

  • Organization Leadership with a focus on customer service delivery
  • Communication
  • Continuous learning and improvement

Along with those 3 skill sets, having these four core values in alignment with CBS is a must.

Submit your resume here!

  • Drop files here or
  • We do not sell or transfer your personal information for any purposes. You can read more in our Privacy Policy.

Want to know more about NorthStar products and services?

Request a Live Demo

News & Events

  • Restaurant Revitalization Grants Now Available Did your restaurant suffer financial losses due to COVID-19 and its related lockdowns? Then now is the time to act and take advantage of the $28.6 billion the Small Business Administration has pumped into its Restaurant Revitalization Grants. These Restaurant Revitalization Grants are grants, not loans; meaning that so long as you use them on eligible expenses by March 2023, they will not need to be repaid. That's gifted money with very few strings. Eligible expenses include (more…)
World View
Monitor all of your active locations and vitals on a single page.

Find the problem, before it's a problem.
Find out how
Recipe Viewer
Manage recipes, replace training manuals, and update communication.

All from one location,
safe and secure.
Find out how
Free Podcast!
Don't miss out as The Restaurant Technology Guys review and discuss everything you need to know. From NRA to MURTEC and the tech in-between.
Tune in Now!