ZipRecruiter

Log In

1

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

Iberdrola

Senior Director - Customer Service

Rochester, NY · On-site

$19 - $26.25/hr

The Senior Director of Customer Service is responsible for the strategic and operational leadership ... Effectively manage O&M and capital spend by supporting prioritization of investments that deliver ...

Iberdrola

Senior Director - Customer Service

Rochester, NY

$19 - $26.25/hr

The Senior Director of Customer Service is responsible for the strategic and operational leadership ... Effectively manage O&M and capital spend by supporting prioritization of investments that deliver ...

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

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 · 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

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

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

Batavia, NY · On-site

$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

$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

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

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

Victor, NY · On-site

$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 · 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 ...

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 ...

L3HHCM20

IT Customer Service

Rochester, NY · On-site

$52K - $97K/yr

Job Title: IT Customer Service Job Code: 39826 Job Location: Rochester, NY Job Schedule: 9/80 ... direct front end support to users, first level support for desktop-related items such as ...

next page

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 Jul 15, 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 July 2026, with employment types broken down into 76% Full Time, 22% Part Time, and 2% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $121,694 per year, or $58.5 per hour.

Senior Director - Customer Service

Iberdrola

Rochester, NY • On-site

$19 - $26.25/hr

Full-time

Medical, Dental, Vision, Retirement

Posted 9 days ago

Job description

The base salary range for this position is dependent upon experience and location, ranging from: $180,000 - $225,000
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 Senior Director of Customer Service is responsible for the strategic and operational leadership of Customer Service Operations. This includes Billing, Supplier Relations, Revenue Recovery, Customer Relations (Call Center), Low Income/Outreach, and Escalated Complaints for NYSEG or RG&E. This leader focuses on driving deliberate, disciplined design and delivery of best-in-class experiences for NYSEG or RG&E customers. S/he will play a pivotal role ensuring required regulatory outcomes, zero negative revenue adjustments and KPIs are achieved while driving efficiency, continuous improvement, and building high performing, collaborative and resilient teams.
Key Responsibilities:
  • Direct all functions related to billing, revenue recovery/collections, supplier relations, low income/outreach, escalated complaints, and customer relations center.
  • Direct processes and vendors ensuring all customer service functions are completed for approximately 905,000 Electric Customers and 272,00 Natural Gas Customers at NYSEG or 389,000 electric and 322,000 natural gas customers at RG&E.
  • Effectively manage O&M and capital spend by supporting prioritization of investments that deliver exceptional service to customers.
  • Use data-driven approaches to identify gaps/issues, analyze information, and develop solutions consistent with business strategies for all key functional areas.
  • Actively participate in regulatory proceedings on program design to mitigate utility risk.
  • Implement strategies to minimize accounts receivables and uncollectible expense in compliance with state regulations.
  • Effectively balances urgency to achieve short-term goals with longer-term strategies.
  • Identify, assesses, and mitigate risks associated with all key functional areas.
  • Improve strategies for outreach and partnership with external customer advocacy groups to increase customer participation in low-income programs and reduction of energy burden.
  • Leverage voice of the customer insights and analytics to fully understand the customers' experience, while focusing daily on delivering value, solving customer experience problems, reducing customer complaints, and ensuring timely and accurate rendering of bills.
  • Responsible for drafting testimony for rate cases, supporting management audits, and demonstrating compliance with state public law (CEO Certification).
  • Collaborate with key internal (Regulatory, Legal, Electric Operations, etc.,) and external stake holders (PSC, PULP etc.,) to advance goals and get results.
  • Establish, monitor, track, and report on key performance indicators to measure the success of all areas.
  • Lead, mentor, and develop operational leaders, ensuring they have the necessary resources and guidance to manage their teams effectively.
  • Increase employee engagement, develop bench strength and position organization for long-term succession planning.
  • Able to work outside of regular job duties and extended hours in support of system emergencies i.e. storms.

Required Qualifications:
  • Bachelor's degree in Accounting, Business, Finance, Economics, or Information Technology, with 12+ years relevant experience in utility credit & collections, finances, and/or billing operations (or significant and advanced experience in these fields for over 15 years) required.
  • Experience with utility business processes in the areas of: Billing and Invoicing; Dunning, Device Management; Back/Front Office - Customer Service, Revenue Management, Low Income; and/or Customer Information Analytics.

Preferred Qualifications:
  • Master's Degree preferred.

#LI-On-Site
#LI-JM1
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:

Apply