Overview

The Support Program Manager delivers post-sales support and solutions to customers in Consumer Industries, resolving non-technical inquiries via phone and electronic channels. As a customer advocate, you facilitate relationships between Oracle Support and clients while ensuring exceptional service. Bilingual proficiency in English and Spanish is required for this United States-based role.

Responsibilities

• Handle post-sales non-technical customer inquiries through phone, email, and chat.
• Serve as primary advocate for customer needs within Oracle Support organization.
• Facilitate communication and issue escalation between customers and technical support teams.
• Monitor customer satisfaction metrics and drive continuous improvement initiatives.
• Develop and maintain strong relationships with key customer stakeholders.
• Coordinate support program delivery for Consumer Industries clients.
• Analyze support trends and recommend process enhancements.
• Provide regular reporting on program performance and customer feedback.

Qualifications

• Bilingual fluency in English and Spanish (written and spoken).
• 3+ years experience in customer support or account management.
• Strong communication and relationship-building skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Familiarity with CRM systems and support ticketing platforms.
• Bachelor's degree or equivalent experience preferred.

Benefits

• Competitive base salary and performance bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement savings with company match.
• Flexible remote work options in the United States.
• Professional development and career growth opportunities.