Job Summary:
The Manager of Customer Support oversees the day-to-day operations of the customer support team, ensuring that service levels and customer satisfaction goals are met. You will manage and mentor a team of support associates and specialists, ensuring they have the tools, training, and guidance necessary to resolve customer issues effectively. You will collaborate with other departments, such as engineering and product management, to resolve escalated issues and contribute to the continuous improvement of support processes.
Duties and Responsibilities:
- Supervise and manage the daily activities of a product customer support team, ensuring timely resolution of customer inquiries and issues.
- Monitor and report on support team performance, including metrics such as response time, resolution time, and customer satisfaction.
- Provide coaching and professional development opportunities to team members.
- Oversee the resolution of escalated customer issues, ensuring that complex problems are addressed with speed and accuracy.
- Collaborate with internal teams, including engineering and product development, to ensure effective issue resolution and knowledge sharing.
- Contribute to process improvement initiatives to enhance the efficiency and effectiveness of the support organization.
- Ensure support staff adheres to policies, procedures, and quality standards.
- Assist with the recruitment and onboarding of new support staff.
- Analyze support trends to proactively address recurring issues and suggest improvements.
- Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.
- Perform other duties as assigned.
Education and Experience:
- 5+ years of experience in customer support, with at least 2 years in a leadership role.
- Bachelor’s degree in Business, Computer Science, or related field preferred.
- Hands-on experience with the following products and tools: Microsoft Office Suite, Ticketing systems (e.g., Salesforce, Zendesk), General system administration tasks, Project experience.
- Prior experience leading cross-functional projects or teams.
Knowledge, Skills and Abilities:
- Strong leadership and team management skills. Excellent communication and problem-solving abilities.
- Familiarity with support software such as Salesforce, Jira, and other ticketing systems.
- Proven ability to handle escalated issues and work cross-functionally with other teams
- Familiarity with conflict resolution techniques and de-escalation strategies for handling high-impact customer issues.
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.
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