Customer Support Manager

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

📋 Description

• Lead, mentor, and nurture a team of Customer Support professionals.

• Set clear expectations for quality, responsiveness, ownership, communication, and customer satisfaction.

• Foster a culture of accountability, teamwork, continuous learning, and customer advocacy.

• Conduct individual meetings, performance evaluations, coaching sessions, and professional development initiatives.

• Evaluate staffing needs and assist in developing capacity plans.

• Identify skill deficiencies and create training programs.

• Oversee daily support operations, including case intake, triage, prioritization, assignment, escalation, and resolution.

• Establish benchmarks for case ownership, customer communication, documentation, follow-up, and resolution.

• Address cases that are aging, stalled, high-priority, or escalated.

• Collaborate with Product, Engineering, Implementation, and other teams for cross-functional resolution.

• Act as an escalation point for complex or high-impact customer situations.

• Monitor customer feedback and satisfaction while identifying opportunities for improvement.

• Track and report on support KPIs, including case volume, resolution time, backlog, case age, and CSAT.

• Assess workload and capacity by individual team members.

• Analyze support cases, recurring issues, and frequently asked questions.

• Develop processes to ensure consistency and efficiency, as well as identify opportunities for case-deflection and self-service.

• Create and maintain SOPs, troubleshooting guides, response templates, and knowledge resources.

• Evaluate opportunities for workflow automation and the use of artificial intelligence.

• Enhance case classification and data quality.

• Communicate recurring customer issues, defects, and enhancement opportunities to Product leadership.

• Partner with Engineering on technical escalations and systemic challenges.

• Provide leadership with insights into customer issues, product trends, operational risks, and opportunities for improvement.

⛳️ Requirements

• BA/BS or a certificate in GIS, Computer Science, Software Engineering, UI/UX Design, MIS, or a related field.

• A minimum of 5 years of experience in Customer Support, Customer Success, or a similar customer-facing role.

• At least 2 years of experience in leading or supervising a customer-facing team.

• Proven ability to coach employees and cultivate high-performing teams.

• Strong knowledge of SaaS customer support operations and case management.

• Experience in establishing and managing support processes, standards, and performance metrics.

• Familiarity with using artificial intelligence for support case prevention and deflection.

• Strong analytical abilities to identify patterns and trends in support data.

• Exceptional written and verbal communication skills.

• Strong problem-solving and organizational capabilities.

• Ability to manage competing priorities effectively, especially during customer escalations.

• Experience collaborating with Product, Engineering, Customer Success, and other business functions.

• Technical proficiency in Microsoft Office, ChatGPT, Salesforce, ArcGIS, SQL, CAMA, Tax, and related GovTech software is preferred.

🏝️ Benefits

• Equal Opportunity Employer dedicated to diversity and inclusion.

• Opportunities for future career advancement and leadership roles, including business development, project management, consulting, software testing/QA, and product management.