RemoteLeaf Logo
Log in Sign up

Customer Support Manager

6 hours, 57 minutes ago
Anywhere
Full-time
Lead
Customer Support
Customer and Technical Support
Salesforce SQL
Apply Now
Schneider Geospatial

Schneider Geospatial

Schneider Geospatial provides innovative SaaS solutions and a comprehensive suite of data conversion, technical support, training, and consulting services to empower local governments in enhancing citizen experiences through efficient location-based da...

Internet Software & Services
51-200
Founded 1962
View All Jobs 2

Description

  • Lead, coach, and develop a team of Customer Support professionals.
  • Set expectations for support quality, responsiveness, ownership, communication, and customer satisfaction.
  • Manage daily case intake, triage, prioritization, assignment, escalation, resolution, and closure.
  • Serve as an escalation point for high-impact customer situations and proactively address aging or stalled cases.
  • Monitor support KPIs, workload, capacity, case trends, backlog, resolution time, and CSAT.
  • Develop staffing plans, identify skill gaps, and create training and professional-development programs.
  • Analyze recurring cases and implement process improvements, self-service resources, and case-deflection strategies.
  • Maintain support procedures, troubleshooting guides, response templates, and internal knowledge resources.
  • Partner with Product, Engineering, Implementation, and leadership to resolve systemic issues and communicate customer insights.
  • Evaluate workflow automation and AI opportunities to improve support efficiency and customer experience.

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 another 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 support operations and case management.
  • Experience establishing support processes, service standards, and performance metrics.
  • Experience using artificial intelligence for support case prevention and deflection.
  • Strong analytical ability to identify patterns and trends in support data.
  • Excellent written and verbal communication, problem-solving, organizational, and prioritization skills.
  • Experience collaborating with Product, Engineering, Customer Success, and other business functions.
  • Proficiency with Microsoft Office, ChatGPT, Salesforce, ArcGIS, SQL, CAMA, Tax, or related GovTech software (preferred).

Benefits

  • Meaningful work supporting state and local governments and their communities.
  • Collaborative environment focused on continuous improvement and new ideas.
  • Career growth and leadership opportunities in business development, project management, consulting, software testing/QA, and product management.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Above Lending

Client Solutions Specialist

Above Lending 11-50 Banks

Above Lending is hiring a remote Client Retention Specialist to help borrowers who have missed payments return to good standing through empathetic, compliant outreach and sustainable repayment plans.

Anywhere Full-time Junior Customer Support
$50k-$50k
4 hours, 42 minutes ago
Lever

Member Experience Representative (Arizona, Florida, Texas or Georgia)

Lever 201-500 Professional Services

First Entertainment Credit Union is seeking a remote Member Experience Representative to support members across phone and digital channels, resolve account needs, and connect members with relevant credit union services.

United States Full-time Junior Customer Support
$42k-$52k
6 hours, 57 minutes ago
Board Intelligence

Customer Support Specialist (First Line Support)

Board Intelligence 51-200 Professional Services

Board Intelligence is seeking a Sydney-based Customer Support Specialist to provide first-line, overnight UK-hours support for its AI-powered board governance platform and ensure global clients receive fast, effective resolutions.

Australia Full-time Mid Level Customer Support
Datadog JIRA PagerDuty
7 hours, 12 minutes ago
Five Star Solutions

Customer Service (Seasonal)

Five Star Solutions 1001-5000 outsourcing/offshoring

Join Five Star Solutions as a remote Customer Service Representative supporting seasonal holiday orders and resolving customer inquiries across phone, email, and chat.

United States Contract Entry Level Customer Support
$31k-$31k
7 hours, 27 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers