Manager, Customer Support

🕒 6 days ago

🏈 Alabama, Ohio, +5 more states – Remote

🏈 Alabama – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ☕ Washington – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Neumo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏛️ Government

☁️ SaaS

Government • SaaS

Neumo is a leading government automation and cloud software platform that powers transactions and interactions between government agencies and the communities they serve. Neumo offers a unified SaaS platform and specialized products for revenue and tax compliance, payments and revenue management, DMV self-service kiosks, court and justice solutions, land and vital records, ID verification, eSignatures, reporting/analytics, and IT managed services. Trusted by 4,500+ state and local agencies across North America, Neumo processes hundreds of millions of transactions and helps agencies collect and manage public revenue and services.

📋 Description

• Oversee day-to-day operations of the product customer support team • Supervise support activities and ensure timely resolution of customer inquiries and issues • Monitor and report support performance metrics, including response time, resolution time, and customer satisfaction • Coach and provide professional development opportunities to team members • Oversee resolution of escalated customer issues • Collaborate with engineering, product development, and other internal teams on issue resolution and knowledge sharing • Contribute to support process improvement initiatives • Ensure adherence to policies, procedures, and quality standards • Assist with recruitment and onboarding of support staff • Analyze support trends and suggest improvements • Handle additional tasks and adapt to changing priorities and project requirements

🎯 Requirements

• 5+ years of experience in customer support • At least 2 years of experience in a leadership role • Bachelor’s degree in Business, Computer Science, or related field preferred • Hands-on experience with Microsoft Office Suite • Experience with ticketing systems such as Salesforce and Zendesk • Experience with general system administration tasks • Project experience • Prior experience leading cross-functional projects or teams • Familiarity with Salesforce, Jira, and other ticketing systems • Ability to handle escalated issues and work cross-functionally • Familiarity with conflict resolution and de-escalation strategies • Strong leadership and team management skills • Excellent communication and problem-solving abilities • Ability to remain seated for extended periods and regularly use computers and office machinery

🏖️ Benefits

• Competitive benefits and compensation package • Coaching and professional development opportunities • Equal Opportunity Employer