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Customer Support Manager

1 hour, 3 minutes ago
Anywhere
Full-time
Senior
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
51-250
Founded 1962
View All Jobs 2

Description

  • Lead, coach, and develop the Customer Support team while setting expectations for quality, responsiveness, ownership, and customer satisfaction.
  • Manage case intake, triage, prioritization, assignment, escalation, resolution, documentation, and closure.
  • Establish staffing, capacity, performance, and workload management practices as customer needs evolve.
  • Handle high-impact escalations and coordinate with Product, Engineering, Implementation, and other teams on systemic issues.
  • Monitor customer feedback, satisfaction, case trends, resolution times, backlog, case age, and CSAT; report insights to leadership.
  • Analyze recurring issues and develop processes, self-service resources, documentation, troubleshooting guides, and case-deflection programs.
  • Partner with Product and Engineering to communicate customer issues, usability challenges, defects, and enhancement opportunities.
  • Evaluate workflow automation and artificial intelligence opportunities to improve support efficiency and customer experience.
  • Conduct one-on-ones, performance reviews, coaching, training, and professional development activities.
  • Improve case classification, data quality, resource allocation, and support processes through continuous improvement.

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 support processes, standards, and performance metrics.
  • Experience using artificial intelligence for support case prevention or deflection.
  • Strong analytical, problem-solving, organizational, written, and verbal communication skills.
  • Ability to manage competing priorities and remain effective during customer escalations.
  • Experience collaborating across Product, Engineering, Customer Success, and other business functions.
  • Technical proficiency with Microsoft Office, ChatGPT, Salesforce, ArcGIS, SQL, CAMA, Tax, and related GovTech software preferred.

Benefits

  • Opportunities for career growth and leadership development within the organization.
  • Potential career paths in business development, project management, consulting, software testing/QA, and product management.
  • Work supporting technology that helps state and local governments serve their communities.
  • Collaborative environment focused on continuous improvement and new ideas.

Interested in this position?

Apply directly on the company website

Apply Now

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