Call Center Manager

This is a remote position.

• Lead, mentor, and support the internal customer support team (live chat, phone, email, ticketing)
  

• Manage the day-to-day relationship and performance of our third-party call center (TTEC or equivalent), including alignment on KPIs, training quality, and coverage expectations
  

• Develop and implement support workflows that reduce response times and increase first-contact resolution
  

• Identify inefficiencies or process gaps and drive continuous improvement across all channels
  

• Oversee training programs, ensuring internal and external reps are well-equipped to handle Nomad’s core support needs, including billing, activation, tech troubleshooting, and retention
  

• Analyze and report on support metrics, customer satisfaction trends, and staffing forecasts to executive leadership
  

• Collaborate with other departments (marketing, billing, fulfillment, tech) to improve customer experience and resolve systemic issues
  

• Participate in strategy conversations to scale customer service in tandem with growth.
  

What Success Looks Like

• Internal and third-party teams are aligned and operating as one
  

• Support is fast, human, and consistent with Nomad’s brand voice
  

• Call/chat/ticket volumes are handled efficiently without sacrificing empathy
  

• Customers feel understood and supported, not just “handled”
  

• Executive team has real visibility into support performance and areas for growth
  

Requirements

Qualifications

• 5+ years in a customer service management or call center leadership role
  

• Experience managing third-party contact centers or outsourced teams
  

• Strong understanding of call center metrics, quality assurance, and workforce optimization
  

• Excellent written and verbal communication skills; able to coach reps and present to leadership
  

• Calm under pressure with strong organizational skills and an eye for process improvement
  

• Tech-savvy, ideally with experience in systems like Zendesk, Freshdesk, Aircall, or similar
  

• Telecom or wireless industry experience is a plus