Customer Support Manager

📋 Description

• Lead, coach, and develop a team of Customer Support professionals, establishing clear expectations
• Build a culture of accountability, collaboration, continuous learning, and customer advocacy
• Assess staffing needs, monitor team capacity, identify skill gaps, and contribute to workforce and
• Manage daily support operations, including case intake, triage, prioritization, assignment
• Establish consistent support standards and proactively address aging, stalled, high-priority, and
• Serve as an escalation point for complex or high-impact customer situations, promoting

🎯 Requirements

• Bachelor's degree or certificate in GIS, Computer Science, Software Engineering, UI/UX Design
• 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, with demonstrated ability to
• Strong understanding of SaaS customer support operations, case management, support processes
• Experience establishing, managing, and improving support processes, operational standards, and
• Experience using artificial intelligence to support case prevention, automation, self-service, or

🎁 Benefits

• Opportunity to lead and develop a customer support organization within a growing GovTech SaaS
• Meaningful work supporting technology used by state and local governments to better serve their
• Collaborative environment focused on customer success, innovation, continuous improvement, and
• Opportunities for professional development, leadership growth, and expanded responsibilities.
• Potential career paths across business development, project management, consulting, software
• Opportunity to work cross-functionally with Product, Engineering, Customer Success, Implementation