Manager, Customer Support
Neumo Holdings LLC•Birmingham, TX
•Onsite
About The Position
The Manager of Customer Support oversees the daily operations of the customer support team, ensuring service levels and customer satisfaction goals are achieved. This role involves managing and mentoring support staff, providing necessary tools and training, and collaborating with departments like engineering and product management to resolve escalated issues and improve support processes.
Requirements
- 5+ years of experience in customer support or contact center roles
- At least 2 years in a leadership position
- Strong leadership and team management skills
- Excellent communication and problem-solving abilities
- Ability to handle escalated customer issues effectively
- Familiarity with conflict resolution and de-escalation techniques
- Experience working cross-functionally with other teams
- Technical aptitude
- General system administration knowledge
Nice To Haves
- Bachelor’s degree in Business, Computer Science, or a related field
- Project management experience
- Experience leading cross-functional teams or projects
- Proficiency with support and ticketing systems (e.g., Amazon Connect, Salesforce Service Cloud, Jira, Zendesk)
- Experience with SQL or other coding languages for troubleshooting and automation
Responsibilities
- Supervise and manage daily activities of the customer support team
- Ensure timely resolution of customer inquiries and issues
- Monitor and report on team performance (e.g., response time, resolution time, customer satisfaction)
- Provide coaching and professional development for team members
- Oversee resolution of escalated and complex customer issues
- Collaborate with internal teams (engineering, product development) for issue resolution and knowledge sharing
- Contribute to process improvement initiatives
- Ensure adherence to policies, procedures, and quality standards
- Assist with recruitment and onboarding of new staff
- Analyze support trends to address recurring issues proactively
- Adapt to changing priorities and perform additional assigned tasks
Benefits
- competitive benefits and compensation package
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What This Job Offers
Job Type
Full-time
Career Level
Manager
