Customer Support Manager (Remote)

AECOM•Rocky Hill, CT

1d•$80,000 - $95,000•Remote

About The Position

AECOM is seeking a Customer Support Manager to lead the CTrides customer support center. The role is primarily remote, although training is in person and the team may need to attend in-person office meetings and training; the remote arrangement is subject to change. The manager is accountable for the customer experience, including staff training, quality, procedures, scheduling, and continuous service improvement, with the aim of operating efficiently and meeting project and customer expectations while building customer satisfaction, loyalty, and retention. The manager leads the Customer Support team, establishes clear service-quality and accountability standards, and oversees onboarding and ongoing training. The position also manages quality assurance, support content and procedures, workload and schedules, customer escalations, and service performance reporting. It works with the Program Director and external transportation partners to improve tools, workflows, automated customer responses, and the accuracy of transportation information.

Requirements

BA/BS and 6 years of related experience, or demonstrated equivalency of experience and/or education.
Valid U.S. driver's license and successful completion of AECOM's Motor Vehicle Records Review as a condition of employment.

Nice To Haves

Six years of customer service experience, including at least two years in a supervisory or management role leading a customer support team.
Experience improving support tools, workflows, or knowledge content.
Demonstrated experience training, coaching, and developing staff, including running onboarding programs.
Demonstrated experience conducting QA reviews and using the results to improve coaching and processes.
Experience with Zendesk or similar ticketing and case management systems.
Proficiency in Microsoft Office or Google Workspace.
Proven experience using management methods and techniques.
Familiarity with AI agents or chat automation in a customer service setting.
Awareness of current customer service technology, trends, and applications.

Responsibilities

Coach and mentor team members through regular one-on-ones, performance feedback, and development goals, using QA findings and performance data to target coaching and training.
Prepare and lead team meetings, training sessions, performance reviews, and operational updates.
Run a structured QA program that reviews a consistent sample of calls, emails, chats, web inquiries, and case documentation against service standards.
Maintain QA scorecards and standards, conduct calibration sessions, and review automated responses from the AI agent and chat automation for errors and gaps.
Track QA, customer feedback, and performance trends and report findings to leadership; use results to improve coaching, training, and knowledge-base content.
Work with the Program Director to identify and prioritize improvements to support tools, workflows, and automated customer responses; provide input and assist with testing system changes and rollouts, then train staff on changes.
Own and maintain the knowledge base, standard operating procedures, job aids, FAQs, and training materials.
Monitor AI agent and chat automation performance and identify shortcomings.
Use Zendesk, databases, reporting tools, and standard office software to track service levels, workload, and quality results.
Build knowledge of Connecticut transportation programs, services, routes, schedules, and mobility resources, and ensure staff understand CTrides policies, practices, service standards, alerts, and disruptions.
Work with transportation providers, partners, and stakeholders to gather, verify, and maintain current route, schedule, and service information.
Take ownership of escalated and complex customer issues through resolution and communicate outcomes clearly to customers and stakeholders.
Support representatives with day-to-day challenges and provide courteous customer support by phone, email, web platforms, and other channels, stepping in as a representative when needed.
Build and maintain team schedules with sufficient service coverage.
Manage workload and resources; monitor attendance, time-off requests, and schedule changes to protect service levels.
Maintain accurate records of customer interactions, resolutions, quality reviews, and departmental activity.