Customer Support Manager

NOV · Houston

Customer Satisfaction: Maintain CSAT above 90%, improve customer feedback participation, and ensure timely resolution of escalated customer concerns.
Service Performance: Meet or exceed established KPIs for customer response times, abandoned calls, ticket resolution, and SLA compliance.
Team Effectiveness: Improve employee performance, retention, and technical capabilities through coaching, development, and accountability.
Operational Excellence: Drive continuous improvements in support processes, efficiency, and cross-functional issue resolution.

NOV Digital is seeking an experienced manager to lead a 24/7 customer support organization supporting real-time drilling instrumentation, communications, digital solutions, and data services. This position is responsible for developing a high-performing team, ensuring consistent execution of support processes, improving customer satisfaction, and taking ownership of significant customer and organizational issues through resolution.

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