Customer Support Manager

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Oversee the CTrides customer support center as well as the customer support team.

• Provide coaching and mentorship to team members through individual meetings, feedback, and development objectives.

• Utilize QA findings and performance metrics to pinpoint training and coaching requirements.

• Organize and conduct team meetings, training sessions, performance evaluations, and operational briefings.

• Implement a structured QA program that encompasses calls, emails, chats, web inquiries, and case documentation.

• Uphold QA scorecards and standards while facilitating calibration sessions.

• Assess automated responses, including AI agents and chat automation, to identify errors and deficiencies.

• Monitor QA scores, customer feedback, and performance metrics, and present findings to leadership.

• Enhance support services through coaching, updates to training, and corrections to the knowledge base.

• Collaborate with the Program Director to optimize support tools, workflows, and automated customer responses.

• Assist with system changes and rollouts, including testing modifications and training staff.

• Manage and maintain knowledge bases, standard operating procedures, job aids, FAQs, and training materials.

• Supervise the performance of AI agents and chat automation.

• Employ Zendesk, databases, reporting tools, and office software to monitor service levels, workload, and quality.

• Stay informed about Connecticut transportation programs, services, routes, schedules, and mobility resources.

• Ensure staff are knowledgeable about CTrides policies, practices, service standards, alerts, and disruptions.

• Collaborate with transportation providers, partners, and stakeholders to keep service information current.

• Address escalated and complex customer issues while communicating resolutions.

• Assist representatives with daily challenges and provide customer support as needed.

• Create and maintain team schedules, managing staffing, workload, resources, attendance, time off, and schedule modifications.

• Keep records of customer interactions, resolutions, quality reviews, and departmental activities.

⛳️ Requirements

• BA/BS degree along with 6 years of relevant experience or a demonstrated equivalency of experience and/or education.

• A valid U.S. Driver's License.

• Must successfully pass AECOM's Motor Vehicle Records Review as a condition of employment.

• At least 6 years of customer service experience, including a minimum of 2 years in a supervisory or management role leading a customer support team.

• Proven experience in enhancing support tools, workflows, or knowledge content.

• Background in training, coaching, and developing staff, including implementing onboarding programs.

• Experience conducting QA reviews and utilizing results to enhance coaching and processes.

• Familiarity with customer support platforms such as Zendesk or other similar ticketing and case management systems.

• Proficiency in Microsoft Office or Google Workspace.

• Experience with management techniques and methods.

• Knowledge of AI agents or chat automation within a customer service context.

• Awareness of contemporary customer service technology, trends, and applications.

• Must be authorized to work in the United States; sponsorship is not available.

• Capability to work primarily during weekdays with occasional weekend hours.

• Ability to lift up to 30 lbs.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Life and AD&D insurance.

• Disability coverage.

• Paid time off.

• Leaves of absence.

• Optional benefits and perks.

• Flexible work arrangements.

• Resources for well-being.

• Employee assistance program.

• Business travel insurance.

• Awards for service recognition.

• Retirement savings plan.

• Employee stock purchase program.

• Training and development opportunities.

• In-person onboarding on Day 1 at an AECOM office location.