{"schemaVersion":"jobsearcher.job.v1","id":"c7ca18e7f50f06c1adcf62f4","url":"https://jobsearcher.com/jobs/c7ca18e7f50f06c1adcf62f4","canonicalUrl":"https://jobsearcher.com/jobs/c7ca18e7f50f06c1adcf62f4","title":"Manager, Customer Support (Remote)","description":"Job Summary:\nThe 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.\n\nDuties and Responsibilities:\nSupervise and manage the daily activities of a product customer support team, ensuring timely resolution of customer inquiries and issues.\nMonitor and report on support team performance, including metrics such as response time, resolution time, and customer satisfaction.\nProvide coaching and professional development opportunities to team members.\nOversee the resolution of escalated customer issues, ensuring that complex problems are addressed with speed and accuracy.\nCollaborate with internal teams, including engineering and product development, to ensure effective issue resolution and knowledge sharing.\nContribute to process improvement initiatives to enhance the efficiency and effectiveness of the support organization.\nEnsure support staff adheres to policies, procedures, and quality standards.\nAssist with the recruitment and onboarding of new support staff.\nAnalyze support trends to proactively address recurring issues and suggest improvements.\nHandle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.\nPerform other duties as assigned.\n\nEducation and Experience:\n5+ years of experience in customer support, with at least 2 years in a leadership role.\nBachelor’s degree in Business, Computer Science, or related field preferred.\nHands-on experience with the following products and tools: Microsoft Office Suite, Ticketing systems (e.g., Salesforce, Zendesk), General system administration tasks, Project experience.\nPrior experience leading cross-functional projects or teams.\n\nKnowledge, Skills and Abilities:\nStrong leadership and team management skills. Excellent communication and problem-solving abilities.\nFamiliarity with support software such as Salesforce, Jira, and other ticketing systems.\nProven ability to handle escalated issues and work cross-functionally with other teams\nFamiliarity with conflict resolution techniques and de-escalation strategies for handling high-impact customer issues.\n\nWork Environment:\nOffice setting with a moderate noise level.\nThe employee will work at an individual workstation, using a telephone and computer.\n\nPhysical Demands:\nMust be able to remain seated for extended periods.\nRegular use of a computer and other office machinery, such as printers and copy machines.\nOccasional movement around the office.\nFrequent communication via telephone.\n\nNeumo Summary:\nWith 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.\nNeumo 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.\nNeumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.\nNeumo 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.","company":"Neumo Holdings","rawCompany":"neumo holdings","isRemote":true,"isActive":false,"createdAt":"2026-08-10T15:10:42.955Z","occupations":[{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Manager, Customer Support (Remote)","description":"Job Summary:\nThe 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.\n\nDuties and Responsibilities:\nSupervise and manage the daily activities of a product customer support team, ensuring timely resolution of customer inquiries and issues.\nMonitor and report on support team performance, including metrics such as response time, resolution time, and customer satisfaction.\nProvide coaching and professional development opportunities to team members.\nOversee the resolution of escalated customer issues, ensuring that complex problems are addressed with speed and accuracy.\nCollaborate with internal teams, including engineering and product development, to ensure effective issue resolution and knowledge sharing.\nContribute to process improvement initiatives to enhance the efficiency and effectiveness of the support organization.\nEnsure support staff adheres to policies, procedures, and quality standards.\nAssist with the recruitment and onboarding of new support staff.\nAnalyze support trends to proactively address recurring issues and suggest improvements.\nHandle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.\nPerform other duties as assigned.\n\nEducation and Experience:\n5+ years of experience in customer support, with at least 2 years in a leadership role.\nBachelor’s degree in Business, Computer Science, or related field preferred.\nHands-on experience with the following products and tools: Microsoft Office Suite, Ticketing systems (e.g., Salesforce, Zendesk), General system administration tasks, Project experience.\nPrior experience leading cross-functional projects or teams.\n\nKnowledge, Skills and Abilities:\nStrong leadership and team management skills. Excellent communication and problem-solving abilities.\nFamiliarity with support software such as Salesforce, Jira, and other ticketing systems.\nProven ability to handle escalated issues and work cross-functionally with other teams\nFamiliarity with conflict resolution techniques and de-escalation strategies for handling high-impact customer issues.\n\nWork Environment:\nOffice setting with a moderate noise level.\nThe employee will work at an individual workstation, using a telephone and computer.\n\nPhysical Demands:\nMust be able to remain seated for extended periods.\nRegular use of a computer and other office machinery, such as printers and copy machines.\nOccasional movement around the office.\nFrequent communication via telephone.\n\nNeumo Summary:\nWith 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.\nNeumo 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.\nNeumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.\nNeumo 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.","datePosted":"2026-08-10T15:10:42.955Z","dateModified":"2026-08-10T15:10:42.955Z","hiringOrganization":{"@type":"Organization","name":"Neumo Holdings","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"c7ca18e7f50f06c1adcf62f4"},"url":"https://jobsearcher.com/jobs/c7ca18e7f50f06c1adcf62f4"}}