Customer Support Manager

🕒 September 21

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Schneider Geospatial, LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1962

🏛️ Government

☁️ SaaS

🏢 Enterprise

💰 Private equity on 2022-07

Government • SaaS • Enterprise

Schneider Geospatial, LLC is a GovTech company offering GIS-integrated, location-based software solutions for local governments. Their platform (Beacon and related modules) centralizes parcel management, permitting & licensing, and asset management by integrating GIS with CAMA, tax administration, and other systems to streamline workflows, improve citizen engagement, and reduce manual processes. They provide professional support, system integration, staff training, and additional services like GIS support and ArcGIS services, serving over 1,000 local governments across many U. S. states.

📋 Description

• Lead, coach, and develop a team of Customer Support professionals • Establish expectations for quality, responsiveness, ownership, communication, and customer satisfaction • Build a culture of accountability, collaboration, continuous learning, and customer advocacy • Conduct one-on-one meetings, performance reviews, coaching, and professional development activities • Assess staffing requirements and help develop capacity plans • Identify skill gaps and develop training programs • Manage day-to-day support operations, including case intake, triage, prioritization, assignment, escalation, and resolution • Establish standards for case ownership, customer communication, documentation, follow-up, and closure • Address aging, stalled, high-priority, and escalated cases • Coordinate with Product, Engineering, Implementation, and other teams on cross-functional resolution • Serve as an escalation point for challenging or high-impact customer situations • Monitor customer feedback and satisfaction and identify improvement opportunities • Monitor and report on support KPIs including case volume, resolution time, backlog, case age, and CSAT • Monitor workload and capacity by team member • Analyze support cases, recurring issues, and common questions • Develop processes for consistency and efficiency and identify case-deflection and self-service opportunities • Develop and maintain SOPs, troubleshooting guides, response templates, and knowledge resources • Evaluate workflow automation and artificial intelligence opportunities • Improve case classification and data quality • Communicate recurring customer issues, defects, and enhancement opportunities to Product leadership • Collaborate with Engineering on technical escalations and systemic issues • Provide leadership with insights into customer issues, product trends, operational risks, and improvement opportunities

🎯 Requirements

• BA/BS or Certificate in GIS, Computer Science, Software Engineering, UI/UX Design, MIS or a related field • 5+ years of experience in Customer Support, Customer Success, or a related customer-facing function • 2+ years of experience leading or supervising a customer-facing team • Demonstrated ability to coach employees and build high-performing teams • Strong understanding of SaaS customer support operations and case management • Experience establishing and managing support processes, standards, and performance metrics • Experience using artificial intelligence to enable support case prevention and deflection • Strong analytical skills with the ability to identify patterns and trends within support data • Excellent written and verbal communication skills • Strong problem-solving and organizational skills • Ability to manage competing priorities and remain effective during customer escalations • Experience working collaboratively across Product, Engineering, Customer Success, and other business functions • Technical proficiency in Microsoft Office, ChatGPT, Salesforce, ArcGIS, SQL, CAMA, Tax, and related GovTech software preferred

🏖️ Benefits

• Equal Opportunity Employer committed to diversity and inclusion • Future opportunities for career progression and leadership paths, including business development, project management, consulting, software testing/QA, and product management

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