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Director Customer Support Jobs in Rochester, NY (NOW HIRING)

Iberdrola

Manager - Customer Operations

Rochester, NY · On-site

$132K/yr

Rochester, NY Reports to: Sr Director - Customer Service Work Type: Office The salary range for ... The position also supports storm response and emergency operations, serving as a key leader in ...

Iberdrola

Manager - Customer Operations

Rochester, NY

$132K/yr

Rochester, NY Reports to: Sr Director - Customer Service Work Type: Office The salary range for ... The position also supports storm response and emergency operations, serving as a key leader in ...

Home Depot

Store Support

Rochester, NY · On-site

$17 - $18.50/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Rochester, NY · On-site

$14.75 - $18.50/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Rochester, NY

$14.75 - $18.50/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Batavia, NY

$14.25 - $17.75/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Greece, NY

$14.25 - $17.75/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Rochester, NY · On-site

$17 - $18.50/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Rochester, NY · On-site

$15.50 - $17.50/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Victor, NY · On-site

$17 - $19/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Rochester, NY · On-site

$16.50 - $18.50/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Caresoft Inc.

Customer Service

Rochester, NY · On-site

$20 - $21/hr

Customer Support Location: Rochester NY Duration: 12 Months Responsibilities: • Handle inbound ... Other Duties • Support ad hoc assignments as directed by leadership. • Maintain a positive ...

Home Depot

Store Support

Batavia, NY · On-site

$17 - $18.50/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Rochester, NY · On-site

$14.75 - $18.50/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Victor, NY

$14.50 - $18/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

Home Depot

Store Support

Rochester, NY

$14.75 - $18.50/hr

Direct customer or vendor interaction is sometimes required for these positions. Whether directing ... supporting key operational responsibilities. Specific positions may include: Office Associate ...

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Showing results 1-20

All JobsCustomer Support JobsDirector Customer Support JobsDirector Customer Support Jobs in Rochester, NY

Director Customer Support information

See Rochester, NY salary details

$38.5K

$121.7K

$193.9K

How much do director customer support jobs pay per year?

As of Jun 12, 2026, the average yearly pay for director customer support in Rochester, NY is $121,694.00, according to ZipRecruiter salary data. Most workers in this role earn between $93,700.00 and $145,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Director of Customer Support, and why are they important?

To thrive as a Director of Customer Support, you need extensive experience in customer service management, strong problem-solving abilities, and a background in business or a related field. Familiarity with CRM platforms like Salesforce or Zendesk, data analytics tools, and customer service certifications (such as HDI or ITIL) are highly valuable. Outstanding leadership, communication, and conflict-resolution skills set top performers apart in this role. These skills are essential for driving customer satisfaction, optimizing team performance, and aligning support operations with business objectives.

What is the difference between Director Customer Support vs Customer Service Manager?

AspectDirector Customer SupportCustomer Service Manager
ResponsibilitiesOversees entire customer support strategy, manages multiple teams, develops policiesManages daily customer service operations, supervises support staff, handles escalations
Required CredentialsBachelor's degree, experience in customer support leadership, strong communication skillsBachelor's degree, experience in customer service, team management skills
Work EnvironmentStrategic planning, cross-department collaboration, high-level decision makingFrontline support, team supervision, direct customer interaction

The main difference is that the Director Customer Support focuses on strategic leadership and policy development across the support organization, while the Customer Service Manager handles daily operations and team management. The director role involves broader oversight and higher-level planning, whereas the manager role is more hands-on with customer interactions and team supervision.

What does a Director of Customer Support do?

A Director of Customer Support oversees the customer support department, ensuring that customer inquiries and issues are handled efficiently and effectively. They develop and implement support strategies, manage support teams, and set service standards to enhance customer satisfaction. This role often involves analyzing support metrics, collaborating with other departments, and driving initiatives to improve the customer experience. Additionally, the Director is responsible for hiring, training, and mentoring support staff to meet organizational goals.

What are some typical challenges a Director of Customer Support faces when leading a large support team?

As a Director of Customer Support, you’ll frequently encounter challenges such as maintaining high team morale during periods of increased customer demand, balancing strategic initiatives with day-to-day operational issues, and ensuring consistent service quality across multiple channels and locations. Effective communication and strong leadership skills are essential for navigating these challenges, as is the ability to analyze support metrics to drive process improvements. Collaborating closely with product, engineering, and sales teams is also key to addressing customer pain points and influencing company-wide customer experience strategies.
What are the most commonly searched types of Customer Support jobs in Rochester, NY? The most popular types of Customer Support jobs in Rochester, NY are:
What are popular job titles related to Director Customer Support jobs in Rochester, NY? For Director Customer Support jobs in Rochester, NY, the most frequently searched job titles are:
What job categories do people searching Director Customer Support jobs in Rochester, NY look for? The top searched job categories for Director Customer Support jobs in Rochester, NY are:
What cities near Rochester, NY are hiring for Director Customer Support jobs? Cities near Rochester, NY with the most Director Customer Support job openings:
Director Customer Support jobs near you
Infographic showing various Director Customer Support job openings in Rochester, NY as of June 2026, with employment types broken down into 79% Full Time, 19% Part Time, and 2% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $121,694 per year, or $58.5 per hour.

Manager - Customer Operations

Iberdrola

Rochester, NY • On-site

$132K/yr

Full-time

Medical, Dental, Vision, Retirement

Posted 29 days ago

Job description

Manager - Customer Operations
Location: Rochester, NY
Reports to: Sr Director - Customer Service
Work Type: Office
The salary range for this position is based on experience level ranging from $116,000 to $145,000 plus up to 16% bonus
What We Offer:
Competitive benefits and growth opportunities
Generous performance-based bonuses
12% 401(k) match
Comprehensive health, dental, and vision insurance
Tuition reimbursement
Professional development and clear career advancement pathways
For more information please visit: Benefits - Avangrid
Job Summary
The Manager of the Customer Operations, reporting to Senior Director, Customer Service, provides full operational and strategic leadership for all customer-facing service channels, including the Customer Relations Call Center and all Walk-In Customer Service Centers at RG&E. This role ensures consistent, high-quality service delivery across phone, in-person, and digital channels while meeting regulatory requirements, Public Service Commission (PSC) Department of Public Service (DPS) performance targets, and Avangrid customer experience standards. The manager oversees staffing, training, workforce planning, cash-handling controls, escalated customer complaint resolution, and operational alignment across multiple customer service functions. The position also supports storm response and emergency operations, serving as a key leader in customer communications and service restoration.
Key Responsibilities
  • Leads and directs day-to-day operations for the Customer Relations Call Center and all Walk-In Customer Service Centers, by providing full operational leadership for all walk-in customer service centers including staffing, scheduling, performance management, security protocols, and customer communication standards.
  • Establishes and manages Key Performance Indicators including Average Speed of Answer , Average Handle Time , First Call Resolution, customer satisfaction, walk-in wait times, service completion accuracy, and digital adoption.
  • Aligns messaging, workflows, and processes across phone, walk-in, billing, and customer programs to ensure accuracy, consistency, and regulatory compliance.
  • Monitors customer feedback systems to identify trends and implement improvements to enhance service quality.
  • Leads and/or supports customer outreach initiatives.
  • Ensure proper cash-handling procedures, reconciliation processes, and facility safety practices at all in-person locations.
  • Oversees the training and competency development of walk-in staff in billing policies, HEFPA requirements, payment assistance programs, complaint resolution, and customer experience protocols.
  • Ensures compliance with PSC/DPS regulations, Home Energy Fair Practices Act, (HEFPA) customer rights policies, privacy standards, and all utility-specific rules.
  • Supports accurate and timely billing operations, customer transaction processing, and resolution of escalated billing disputes.
  • Oversees training and competency development to ensure employees maintain strong knowledge of billing policies, payment assistance programs, complaint resolution, and customer experience standards.
  • Serves in a key operational role during storm events, outages, and emergency conditions, ensuring safe, timely, and coordinated customer support and directs customer service response activities, supports communication efforts, and ensures walk-in centers operate effectively as service hubs during outages or emergencies.

Required Qualifications:
  • Bachelor's degree in a related field and 8 years of progressive experience in customer service or customer operations leadership. An associates degree in a related field with 12 years of progressive experience may be accepted in lieu of bachelor's degree.
  • Experience leading multi-site operations, including in-person customer service centers, retail branches, or similar environments.
  • Strong understanding of PSC/DPS regulations, HEFPA, and utility customer protection policies.
  • Strong knowledge of Customer Relationship Management systems, and call center technologies.
  • Excellent communication, interpersonal, analytical, and decision-making skills.
  • Proven ability to lead teams, coach staff, manage performance, and drive operational efficiencies.

Preferred Qualifications:
  • Supervisory experience in utilities, energy delivery, or other highly regulated industries.
  • Experience implementing customer experience improvements across multi-channel operations.
  • Background in process improvement, Lean Six Sigma, or operational transformation initiatives.

#LI-OFFICE
#LI-JO1
Company:
ROCHESTER GAS & ELEC CORP
Mobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.
At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com.
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions. This does not include those that will work for Avangrid Power.
Avangrid employees may also be assigned a NERC Reliability Standards compliance role supporting Critical Infrastructure Protection (CIP) and/or Operations and Planning (O&P) responsibilities. This is applicable to employees that will work in electric transmission, operations, and cyber security business areas in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate business areas. NERC Reliability Standards compliance roles and responsibilities may include additional access protections, training, audit engagement, and required evidence retention, and will be communicated by the employee's management.
Job Posting End Date:
June-19-2026

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