Customer Support Manager - Manufacturing

Lead the team our distributors count on.

Jetta Corporation is a B2B manufacturer built on strong, long-term partnerships with our distribution customers. Like many manufacturers, we're working through extended lead times, and we want every customer relationship to come out of this period stronger than it went in. We're looking for a composed, credible customer leader who communicates openly and honestly (even when the news is hard), negotiates workable solutions, and builds a support team that customers trust.

As our Customer Support Manager, you'll lead our customer support and warranty teams, serve as the senior voice for distributor escalations, and personally own escalated warranty claims through resolution. This is a hands-on leadership role for someone who is energized by direct customer contact.

What You'll Do

Distributor Partnerships

• Serve as the senior point of contact for distribution customers, building long-term relationships grounded in trust and open communication.

• Lead difficult conversations about delayed orders and lead times directly, setting honest expectations while balancing empathy with resolution.

• Negotiate workable outcomes such as phased shipments, order prioritization, and alternative products, while protecting company interests.

• Partner with Operations and Shipping to turn lead-time and order-status information into proactive updates, before customers have to ask.

• Strengthen key accounts and recommend retention actions for at-risk accounts.

Warranty Management

• Oversee front-line warranty claims and own complex, unclear, or high-impact claims through resolution.

• Use parts lists and assembly drawings to determine root cause, distinguish manufacturing defects from installation or handling issues, and identify correct replacement parts.

• Make well-supported decisions on claim approval and remedy, and communicate them clearly, including when the answer is no.

• Report monthly on warranty trends, volume, resolution times, and cost impact, and share recurring failure patterns with Product, Operations, and Quality.

Team Leadership

• Lead a team of up to 10 customer support and warranty team members.

• Manage daily operations, staffing, and scheduling to maintain phone and ticket coverage, stepping in directly during peak volume.

• Hire, onboard, train, coach, and conduct performance reviews, reinforcing a calm, customer-centered approach under pressure.

Communication & Continuous Improvement

• Serve as the point of contact for product launches, discontinuations, and policy changes affecting customers, and brief the team and cross-functional partners.

• Track response time, resolution time, customer satisfaction, and call volume, and present monthly trends and recommendations to leadership.

• Maintain Freshdesk knowledge base content and canned responses; approve time entries, time off, and weekly payroll.

What You Bring

Required

• 5+ years in customer service or support, including 3+ years in a leadership or supervisory role

• B2B customer relationship experience, ideally with distributors, dealers, or channel partners

• Demonstrated experience tracking and resolving warranty claims

• Working understanding of how products are assembled, including component parts and assembly drawings

• Proven ability to negotiate with frustrated customers and reach workable resolutions (be ready to share examples)

• Strong analytical judgment, including making sound decisions with incomplete information

• Ownership and follow-through, with the credibility to get answers and hold others to commitments

• Proficiency with Freshdesk, VoIP, CRM, and ERP systems

• High school diploma or equivalent

Preferred

• Associate's or bachelor's degree

• Manufacturing, supply chain, or order management experience, especially during supply disruptions.

Requirements

Candidates must be legally authorized to work in the United States. Offers of employment are contingent upon successful completion of a pre-employment background check and drug screening in accordance with Jetta Corporation policy and applicable Oklahoma law.

Equal Opportunity & Accommodation

Jetta Corporation is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable federal, state, or local law, including the Oklahoma Anti-Discrimination Act (25 O.S. 1101 et seq.).

Jetta Corporation provides reasonable accommodations to qualified individuals with disabilities and to individuals affected by pregnancy, childbirth, or related conditions, in accordance with the ADA, the Pregnant Workers Fairness Act, and applicable state law. Applicants needing an accommodation during the application process should contact Human Resources.

Employment with Jetta Corporation is at-will.

Jetta is a leading provider of high-quality bathtubs. At Jetta, you are more than an employee; you are a valued team member. We foster a supportive and collaborative environment where people are encouraged to grow, learn, and succeed. We invest in our team, manage with purpose, and create a workplace where your contributions truly matter.