Customer Support Manager

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

📋 Description

• Oversee the CTrides customer support center and lead the customer support team.

• Foster team development through one-on-one sessions, performance feedback, coaching, mentoring, and setting development goals.

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

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

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

• Maintain QA scorecards and standards while leading calibration sessions.

• Evaluate automated responses, including AI agents and chat automation, identifying errors and gaps.

• Monitor QA scores, customer feedback, and performance metrics, reporting insights to leadership.

• Collaborate with the Program Director to enhance support tools, workflows, automated responses, training, and knowledge-base materials.

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

• Take ownership of the knowledge base, SOPs, job aids, FAQs, and training resources.

• Monitor performance of AI agents and chat automation.

• Utilize Zendesk, databases, reporting tools, and office software to track service levels, workloads, and quality.

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

• Ensure staff are well-versed in CTrides policies, practices, service standards, alerts, and disruptions.

• Collaborate with transportation providers, partners, and stakeholders to confirm up-to-date service information.

• Address escalated and complex customer issues and communicate resolutions.

• Provide customer support through phone, email, web platforms, and other channels as necessary.

• Create team schedules, manage workloads and resources, and oversee attendance, time off, and schedule modifications.

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

⛳️ Requirements

• BA/BS degree plus 6 years of relevant experience or equivalent combination of experience and/or education.

• Valid U.S. Driver's License required.

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

• Preferred 6 years of customer service experience, with at least 2 years in a supervisory or management capacity leading a customer support team.

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

• Preferred experience in training, coaching, and developing staff, including managing onboarding programs.

• Preferred experience in conducting QA reviews and leveraging results to enhance coaching and processes.

• Preferred familiarity with Zendesk or similar ticketing and case management systems.

• Preferred proficiency in Microsoft Office or Google Workspace.

• Preferred proven experience applying management methods and techniques.

• Preferred familiarity with AI agents or chat automation within customer service.

• Preferred awareness of current customer service technology, trends, and applications.

• Sponsorship for U.S. employment authorization is not available now or in the future.

• Ability to lift up to 30 lbs.

🏝️ Benefits

• Medical, dental, vision, life, AD&D, and disability benefits.

• Paid time off.

• Leaves of absence.

• Voluntary benefits and perks.

• Flexible work options.

• Well-being resources.

• Employee assistance program.

• Business travel insurance.

• Service recognition awards.

• Retirement savings plan.

• Employee stock purchase plan.

• Award-winning training and development programs.

• In-person Day 1 onboarding.

• Relocation assistance is not available.