Customer Care Manager-Enterprise Services

Job Summary

Sorenson Communications is seeking a Customer Care Manager to support customers utilizing accessibility and communication solutions including Video Remote Interpreting (VRI), on-site interpreting, on-demand interpreting and speech translation services. This role serves as a primary customer support resource for enterprise, education and health care clients by assisting with onboarding, account management, billing inquiries, scheduling support, technical troubleshooting, and general customer service needs. The ideal candidate is highly customer-focused, detail-oriented, organized, and capable of managing multiple priorities in a fast-paced environment. The Customer Care Manager will work closely with customers and internal departments to ensure timely issue resolution, smooth service delivery, and a positive customer experience throughout the customer journey.

Essential Duties and Responsibilities

• Customer Support & Account Assistance
  • Serve as a primary point of contact for enterprise customer support inquiries.
  • Respond to customer requests related to:
    • Account updates and maintenance
    • Billing and invoice questions
    • Interpreting scheduling concerns
    • Service inquiries
    • Customer onboarding support
    • Basic technical troubleshooting
  • Provide professional, timely, and accurate communication to internal and external customers.
  • Track customer issues through resolution while providing status updates and follow-up communication.
• Customer Onboarding & Service Support
  • Support onboarding activities for new enterprise customers.
  • Assist customers with account setup, service education, and scheduling navigation.
  • Coordinate onboarding tasks with Operations, Technical Support, and Sales teams.
  • Help customers understand service workflows, scheduling procedures, and support processes.
• Billing & Account Coordination
  • Assist customers with invoice questions, usage inquiries, and billing clarification requests.
  • Partner with Finance and Accounts Receivable teams to investigate and resolve billing concerns.
  • Maintain accurate customer records and account information within CRM systems.
  • Ensure customer account changes and updates are processed accurately and efficiently.
• Scheduling & Operational Support
  • Support customers with interpreting scheduling questions and service coordination.
  • Escalate urgent service delivery concerns appropriately to internal operational teams.
  • Collaborate with Workforce Management (Scheduling), Interpreter Management, and Technical Support teams to resolve customer issues.
  • Monitor open customer requests to ensure timely completion and customer satisfaction.
• Technical Support Assistance
  • Provide first-level support for basic technical issues related to enterprise services.
  • Assist customers with troubleshooting platform access, or user experience concerns.
  • Escalate advanced technical issues to the appropriate technical support teams when necessary.
  • Document customer issues and resolutions clearly within support systems.
• Customer Experience & Process Improvement
  • Deliver exceptional customer service experiences with professionalism and empathy.
  • Identify recurring customer concerns and communicate improvement opportunities to leadership.
  • Contribute to the development of customer support documentation, knowledge base articles, and training materials.
  • Support continuous improvement initiatives that enhance customer experience and operational efficiency.

Supervisory Responsibility

This position has no supervisory responsibilities.

Travel Requirements

Travel Requirements:  Less than 25%

Education

Minimum:

4 Year/Bachelor’s Degree or equivalent work experience. 

Experience

Minimum Years of Experience:

• 7+ years of experience in Customer Support, Customer Care, Account Coordination, Client Services, or related roles.

Knowledge, Skills, and Abilities

• Required Qualifications
  • Excellent written and communication skills.
  • Excellent organizational skills and attention to detail.
  • Ability to manage multiple tasks and priorities simultaneously.
  • Strong problem-solving and customer service skills.
  • Experience using CRM or ticketing systems such as Microsoft Dynamics, Salesforce, Zendesk, or similar platforms.
  • Proficiency with Microsoft Office applications.
• Preferred Qualifications
  • Experience supporting enterprise, B2B, education or healthcare customers.
  • Experience in accessibility services, interpreting services, healthcare, education, or service operations environments.
  • Familiarity with scheduling systems or service coordination workflows.
  • Basic technical troubleshooting experience.
  • Knowledge of Deaf culture or accessibility-related services is a plus.
• Core Competencies
  • Customer-Focused Service
  • Communication Skills
  • Problem Solving
  • Attention to Detail
  • Accountability & Ownership
  • Team Collaboration
  • Adaptability
  • Time Management
  • Conflict Resolution
  • Professionalism
• What Success Looks Like
  • High levels of customer satisfaction and responsiveness.
  • Timely resolution of customer inquiries and support requests.
  • Accurate account management and billing support.
  • Successful onboarding experiences for enterprise customers.
  • Strong collaboration across operational and support teams.
  • Positive customer relationships built through consistent communication and follow-through.

Working Conditions and Physical Requirements

• This role may be required to travel and attend face-to-face meetings and Sorenson sponsored events.
• Primarily work from office or home office
• Must be able to sit for extended periods of time while working on a computer and communicating via video phone.

Disclaimer

This position has access to highly confidential, sensitive information relating to the employees, customers, and technologies of Sorenson Communications. It is essential that applicant possess the requisite integrity to maintain the information in strictest confidence.

Apply today! www.sorenson.com/company/careers/

Equal Employment Opportunity: Sorenson Communications is an EOE, Disability/Age Employer.

Company Summary

Our Mission…Harnessing the power of language, we connect diverse people and enrich the human experience.

Our Vision…To provide global language services that expand opportunities, nurture belonging, and empower the world to connect beyond words.

As one of the world’s leading language services providers, Sorenson combines patented technology with human-centric solutions. We strive to increase accessibility and inclusion through communication solutions for all: call captioning and video relay services, over-video and in-person sign language and spoken language interpreting, translation, real-time captioning, and post-production language services. Sorenson’s impact vision and plan extends to enhancing generational wealth and inclusive workplaces for our employees and the communities we serve.

We achieve great things together working “The Sorenson Way” with our employee values: Customer First, Can-Do Attitude, Collective Action, Growth Mindset, Ownership, and Connect Direct.