Customer Support Manager
Core
Lead a customer support team serving state and local government organizations through mission-critical GovTech SaaS solutions, shaping operations and establishing standards to improve responsiveness and customer satisfaction.
Role type
Senior IC Customer Support Manager
Builds
Scalable, customer-focused support organization for GovTech SaaS
Domain
Government technology (GovTech) / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Team leadership and coaching, SaaS support operations management, data analysis, process improvement, cross-functional collaboration, AI application for support automation, analytical pattern recognition, technical documentation, workflow automation
Preferred skills
GIS, Computer Science, Software Engineering, UI/UX Design, Management Information Systems, Salesforce, ArcGIS, SQL, CAMA, Tax software, ChatGPT
Technologies
Salesforce, ArcGIS, SQL, CAMA, Tax software, ChatGPT, Microsoft Office
Responsibilities
Lead, coach, and develop a team of Customer Support professionals; Manage daily support operations including case intake, triage, prioritization, and resolution; Establish consistent support standards and address escalated cases; Coordinate with Product, Engineering, and Customer Success teams to resolve technical issues; Monitor customer feedback and satisfaction metrics; Track and report key performance indicators; Analyze support data to identify recurring issues and process gaps; Develop case-deflection and self-service initiatives; Evaluate and implement workflow automation and AI opportunities; Communicate recurring customer issues and enhancement opportunities to Product and Engineering leadership.
Seniority
Senior, hands-on IC
