Manager, Customer Support

Job Description

Job Description

Job Summary:

The Manager of Customer Support oversees the daily operations of the customer support team, ensuring service levels and customer satisfaction goals are achieved. This role involves managing and mentoring support staff, providing necessary tools and training, and collaborating with departments like engineering and product management to resolve escalated issues and improve support processes.

Duties and Responsibilities:

• Supervise and manage daily activities of the customer support team
• Ensure timely resolution of customer inquiries and issues
• Monitor and report on team performance (e.g., response time, resolution time, customer satisfaction)
• Provide coaching and professional development for team members
• Oversee resolution of escalated and complex customer issues
• Collaborate with internal teams (engineering, product development) for issue resolution and knowledge sharing
• Contribute to process improvement initiatives
• Ensure adherence to policies, procedures, and quality standards
• Assist with recruitment and onboarding of new staff
• Analyze support trends to address recurring issues proactively
• Adapt to changing priorities and perform additional assigned tasks

Education and Experience

• 5+ years of experience in customer support or contact center roles
• At least 2 years in a leadership position
• Bachelor’s degree in Business, Computer Science, or a related field (preferred)
• Project management experience (desired)
• Experience leading cross-functional teams or projects

Knowledge, Skills, and Abilities

• Strong leadership and team management skills
• Excellent communication and problem-solving abilities
• Ability to handle escalated customer issues effectively
• Familiarity with conflict resolution and de-escalation techniques
• Experience working cross-functionally with other teams
• Proficiency with support and ticketing systems (e.g., Amazon Connect, Salesforce Service Cloud, Jira, Zendesk) (Desired)
• Technical aptitude
• Experience with SQL or other coding languages for troubleshooting and automation (desired)
• General system administration knowledge

Work Environment :

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands :

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.