Manager, Customer Support

Job SummaryThe Manager of Customer Support oversees the daily operations of the customer support team, ensuring service levels and customer satisfaction goals are achieved. This role involves managing and mentoring support staff, providing necessary tools and training, and collaborating with departments like engineering and product management to resolve escalated issues and improve support processes.Duties and ResponsibilitiesSupervise and manage daily activities of the customer support teamEnsure timely resolution of customer inquiries and issuesMonitor and report on team performance (e.g., response time, resolution time, customer satisfaction)Provide coaching and professional development for team membersOversee resolution of escalated and complex customer issuesCollaborate with internal teams (engineering, product development) for issue resolution and knowledge sharingContribute to process improvement initiativesEnsure adherence to policies, procedures, and quality standardsAssist with recruitment and onboarding of new staffAnalyze support trends to address recurring issues proactivelyAdapt to changing priorities and perform additional assigned tasks Education and Experience5+ years of experience in customer support or contact center rolesAt least 2 years in a leadership positionBachelor's degree in Business, Computer Science, or a related field (preferred)Project management experience or relevant certifications (preferred)Experience leading cross-functional teams or projectsKnowledge, Skills, and AbilitiesStrong leadership and team management skillsExcellent communication and problem-solving abilitiesAbility to handle escalated customer issues effectivelyFamiliarity with conflict resolution and de-escalation techniquesExperience working cross-functionally with other teamsProficiency with support and ticketing systems (e.g., Salesforce, Jira, Zendesk)Technical knowledge of:Anti-virus softwareMicrosoft Active Directory (AD)DNS and DHCPMicrosoft WindowsNetwork printersMicrosoft Office SuiteExperience with SQL or other coding languages for troubleshooting and automationGeneral system administration knowledge 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.