Customer Support Manager

Accountabilities:: Lead, coach, and develop a team of Customer Support professionals, establishing clear expectations around quality, responsiveness, ownership, communication, and customer satisfaction. Build a culture of accountability, collaboration, continuous learning, and customer advocacy through regular one-on-ones, performance reviews, coaching, and development programs. Assess staffing needs, monitor team capacity, identify skill gaps, and contribute to workforce and training plans as customer requirements evolve. Manage daily support operations, including case intake, triage, prioritization, assignment, escalation, resolution, documentation, follow-up, and closure. Establish consistent support standards and proactively address aging, stalled, high-priority, and escalated cases. Serve as an escalation point for complex or high-impact customer situations, promoting responsiveness, empathy, and accountability. Coordinate with Product, Engineering, Implementation, Customer Success, and other teams to resolve technical issues and systemic customer challenges. Monitor customer feedback and satisfaction, identify repeated support issues, and coordinate appropriate follow-up to improve customer outcomes. Track and report key performance indicators, including case volume and trends, time to resolution, backlog, case age, aging distribution, CSAT, and team workload. Analyze support data to identify recurring issues, common questions, process gaps, and opportunities to improve resource allocation and operational efficiency. Develop case-deflection and self-service initiatives, including FAQs, troubleshooting guidance, contextual help, product documentation, and knowledge resources. Create and maintain standard operating procedures, troubleshooting guides, response templates, and internal support documentation. Evaluate and implement workflow automation and artificial intelligence opportunities that can improve support efficiency, case prevention, deflection, and customer experience. Improve case classification and data quality to enable accurate measurement, trend analysis, and informed decision-making. Communicate recurring customer issues, usability challenges, defects, and enhancement opportunities to Product and Engineering leadership. Provide leadership with regular insights into customer issues, product trends, operational risks, and opportunities for improvement. Requirements: Bachelor's degree or certificate in GIS, Computer Science, Software Engineering, UI/UX Design, Management Information Systems, 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, with demonstrated ability to coach employees and develop high-performing teams. Strong understanding of SaaS customer support operations, case management, support processes, service standards, and performance measurement. Experience establishing, managing, and improving support processes, operational standards, and performance metrics. Experience using artificial intelligence to support case prevention, automation, self-service, or case deflection. Strong analytical skills and the ability to identify meaningful patterns, trends, and improvement opportunities within support data. Excellent written and verbal communication skills, with the ability to communicate effectively with customers, team members, technical partners, and leadership. Strong problem-solving, organizational, and prioritization skills, with the ability to remain effective when managing competing priorities and customer escalations. Proven ability to collaborate across Product, Engineering, Customer Success, Implementation, and other business functions. Technical proficiency with Microsoft Office and ChatGPT; familiarity with Salesforce, ArcGIS, SQL, CAMA, Tax, and related GovTech software is preferred. Customer-focused mindset with a commitment to accountability, continuous improvement, empathy, and operational excellence. Benefits: Opportunity to lead and develop a customer support organization within a growing GovTech SaaS environment. Meaningful work supporting technology used by state and local governments to better serve their communities. Collaborative environment focused on customer success, innovation, continuous improvement, and smarter use of technology. Opportunities for professional development, leadership growth, and expanded responsibilities. Potential career paths across business development, project management, consulting, software testing and QA, and product management. Opportunity to work cross-functionally with Product, Engineering, Customer Success, Implementation, and other teams. Exposure to artificial intelligence, workflow automation, data-driven support operations, and modern SaaS practices. Supportive environment that values diverse perspectives and inclusive collaboration.