Customer Support Manager, Red Wing for Business

This role is fully remote and operates within U.S. Central Time (CT) business hours, giving you the flexibility to work from any state where the company is authorized to conduct business and employ workers. There may be Infrequent travel to corporate headquarters in Red Wing, MN for “Moments that Matter.” At Red Wing, regardless of working in roles that are fully remote, onsite, or hybrid, what matters most is working together, staying connected, and putting care into everything we do.

Are you a customer-focused leader who thrives on developing teams, solving complex challenges, and delivering exceptional service? We're looking for a Red Wing for Business Customer Support Manager to lead a team of customer support professionals dedicated to providing outstanding support to our business customers and retail partners.

In this role, you'll combine people leadership, operational oversight, and customer advocacy to ensure an exceptional experience for our Red Wing for Business customers. You'll lead a team of six Business Account Coordinators, drive continuous improvement initiatives, and partner across the organization to support business objectives and service excellence.

What You'll Do

• Lead, coach, and develop a team of Business Account Coordinators, fostering a collaborative, customer-focused, and high-performing culture.
• Provide day-to-day leadership and strategic direction to ensure operational goals, service standards, and team objectives are achieved.
• Serve as an escalation point for complex customer concerns, leveraging strong problem-solving skills and product knowledge to drive effective resolutions.
• Partner closely with Customer Experience, Finance, Retail Operations, and Global Industrial teams to support customer needs and business priorities.
• Identify and implement process improvements that enhance efficiency, service quality, and overall customer satisfaction.
• Monitor team performance, provide ongoing feedback, and support professional growth through coaching, training, and development.
• Establish priorities, communicate expectations, and align team efforts with department and organizational goals.
• Champion a culture of service excellence while promoting accountability, collaboration, and continuous improvement.

What You'll Bring

• Associate degree or equivalent combination of education and experience.
• Five or more years of customer service and/or customer support experience.
• Previous leadership experience preferred; supervisory, team lead, or other people leadership experience will be considered.
• Experience supporting business-to-business (B2B) customers is highly valued.
• Strong leadership, coaching, and team development skills.
• Excellent communication, interpersonal, and conflict resolution abilities.
• Proven ability to build effective cross-functional partnerships and influence positive outcomes.
• Strong analytical and problem-solving skills, with the ability to navigate complex customer situations.
• Experience working with Salesforce, ERP systems, and Microsoft Office applications.
• Ability to manage multiple priorities and work effectively across various systems and platforms.

Why You'll Enjoy This Opportunity

This role offers the opportunity to make a meaningful impact by leading a dedicated support team, strengthening relationships with business customers, and driving improvements that enhance both the customer and employee experience. If you're passionate about developing people, delivering exceptional service, and creating operational excellence, we'd love to hear from you.

Red Wing Shoes is an Equal Opportunity Employer.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
Individuals with disabilities needing assistance in completing an application may contact [email protected] or call 651-388-8211.

Please view Equal Employment Opportunity Posters provided by OFCCP at https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

All offers of employment are contingent on satisfactory results of a background check.

Red Wing Shoe Company, Inc. is a drug-free workplace.

Red Wing Shoe Company will not be using recruitment agencies or firms to fill this position and we will not accept unsolicited resumes or candidate information. No agency calls please.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)