Customer & Field Support Manager

Platinum Pest Solutions is hiring a Customer and Field Support Manager to join our team onsite in Lansing, IL. We are a fast-growing commercial pest control company operating across Illinois, Wisconsin, and Indiana, serving major property management and multifamily communities.

This isn't a passive call center desk. This is a dynamic "build seat" running on the EOS framework. You will lead the internal team responsible for protecting our multi-property relationships and providing mission-critical dispatch and operational support to our field technicians.

If you are a process builder who thrives under pressure, masters modern software, and wants a direct path to leadership decisions, this role is for you.

🎯 What You Will Own

• Team Leadership: Coach, schedule, and lead your support team to provide seamless coverage for customers, technicians, and service managers.
• Account Management: Oversee day-to-day client health across three major markets—resolving service issues before they turn into cancellations.
• Field Support: Act as the ultimate back-office engine for our field technicians, handling scheduling shifts, emergency requests, and property access in real-time.
• Systems & Data: Maintain flawless interaction logs and track KPIs (response times, callback closure rates) using Fieldwork, HubSpot, and Claude.

📈 What Success Looks Like

• First 90 Days: Stand up a clear, documented escalation path, assign a named owner to every account, and establish weekly KPI reporting.
• First 12 Months: Drive ticket closure times down, eliminate unflagged billing disputes, and build a scalable support bench capable of absorbing company growth.

✔️ What You Bring

• 3+ Years of Leadership: Direct experience managing an account management, dispatch, or field support team (managing people, not just handling tough calls).
• Field Service Expertise: Proven track record in a route-based or field service business where you act as the vital link between a field technician and an offsite client.
• Tech-Forward Mindset: High proficiency with CRMs (HubSpot) and field service software. Platinum runs on Claude Team, and you will be expected to leverage AI tools daily to elevate team output.
• De-escalation Chops: A proven ability to personally turn around high-stakes, angry customer situations.
• Location: Must be onsite in Lansing, IL 5 days a week.

🚫 This Role is NOT For You If:

• You need a pre-written script for every situation.
• You prefer to escalate a problem rather than make a firm decision.
• You want a system that is already perfectly built (we are actively building it now).

💰 Compensation & Benefits

• Base Salary: $70,000 – $85,000 (depending on experience)
• Bonus: 5% – 10% annual performance bonus target
• Benefits: Health, dental, and vision (Platinum covers 60% of premiums across all tiers)
• Retirement: 401(k) with a 4% match
• Time Off: 3 weeks of PTO plus paid holidays

🚀 Ready to Build?

Apply today or message us directly to discuss how you can make this seat your own.