Customer Support Manager

🔥 49 minutes ago

🦌 Connecticut – Remote

🦌 Connecticut – Remote

💵 $80k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 1%

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AECOM

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1990

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

AECOM is the world's trusted infrastructure consulting firm that partners with clients to deliver innovative solutions to the most complex challenges while creating legacies for generations to come. Focused on equity, diversity, and inclusion, AECOM leverages technical expertise and digital innovation to drive transformative outcomes in infrastructure development, sustainability, and social systems. The company provides a wide range of services, including architecture & design, construction management, engineering, and environmental services across various markets such as transportation, energy, healthcare, and national governments. With a strong emphasis on sustainability, technical excellence, and community impact, AECOM is committed to building a better world.

📋 Description

• Lead the CTrides customer support center and customer support team • Coach and mentor team members through one-on-ones, feedback, and development goals • Use QA findings and performance data to identify training and coaching needs • Prepare and lead team meetings, training sessions, performance reviews, and operational updates • Run a structured QA program covering calls, emails, chats, web inquiries, and case documentation • Maintain QA scorecards and standards and conduct calibration sessions • Review automated responses, including AI agents and chat automation, and identify errors and gaps • Track QA scores, customer feedback, and performance metrics and report findings to leadership • Improve support through coaching, training updates, and knowledge-base corrections • Work with the Program Director to improve support tools, workflows, and automated customer responses • Support system changes and rollouts, testing changes and training staff • Own and maintain knowledge bases, standard operating procedures, job aids, FAQs, and training materials • Monitor AI agent and chat automation performance • Use Zendesk, databases, reporting tools, and office software to track service levels, workload, and quality • Maintain knowledge of Connecticut transportation programs, services, routes, schedules, and mobility resources • Ensure staff understand CTrides policies, practices, service standards, alerts, and disruptions • Coordinate with transportation providers, partners, and stakeholders to maintain current service information • Resolve escalated and complex customer issues and communicate outcomes • Support representatives with day-to-day challenges and provide customer support when needed • Build and maintain team schedules and manage staffing, workload, resources, attendance, time off, and schedule changes • Maintain records of customer interactions, resolutions, quality reviews, and departmental activity

🎯 Requirements

• BA/BS + 6 years of related experience or demonstrated equivalency of experience and/or education • Valid U.S. Driver's License • Must pass AECOM's Motor Vehicle Records Review as a condition of employment • 6 years of customer service experience, including at least 2 years in a supervisory or management role leading a customer support team • Experience improving support tools, workflows, or knowledge content • Experience training, coaching, and developing staff, including running onboarding programs • Experience running QA reviews and using results to improve coaching and processes • Experience with customer support platforms such as Zendesk or similar ticketing and case management systems • Proficiency in Microsoft Office or Google Workspace • Experience using management methods and techniques • Familiarity with AI agents or chat automation in a customer service setting • Awareness of current customer service technology, trends, and applications • Must be authorized to work in the United States; sponsorship is not available • Ability to work primarily weekday hours with some weekend work • Ability to lift up to 30 lbs

🏖️ Benefits

• Medical, dental, and vision benefits • Life and AD&D benefits • Disability benefits • Paid time off • Leaves of absence • Voluntary benefits and perks • Flexible work options • Well-being resources • Employee assistance program • Business travel insurance • Service recognition awards • Retirement savings plan • Employee stock purchase plan • Training and development programs • In-person Day 1 onboarding at an AECOM office location

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