Sr. Manager, Customer Communication & Support

Neptune Technology Group • Tallassee, GA

2d • Hybrid

About The Position

The Sr. Manager, Customer Communication & Support leads Neptune’s customer-facing front door, the single coordination point for customers, the public, and field contractors. This role builds and runs a modern support organization that owns issues through to resolution, spanning appointment booking, multi-channel support, RMA intake, and field dispatch.

Requirements

• Strong people leadership and coaching skills across a customer support team
• Excellent verbal and written communication with customers, contractors, and internal teams
• Process-oriented, with experience designing or improving support workflows
• Calm, solutions-focused approach to escalated or high-pressure customer situations
• Comfortable using contact center, ticketing, and scheduling systems
• Bachelor’s degree in a related field, or equivalent combination of education and experience.
• 7+ years of experience in customer support, contact center, or field service coordination, including 3+ years in a people-management role.

Nice To Haves

• Experience in utilities, telecom, or a technical/field-services environment preferred.
• Experience standing up or reorganizing a contact center or customer support function
• Familiarity with AMI/AMR metering, field service, or utility operations
• Experience with CRM, ticketing, or workforce/dispatch scheduling platforms

Responsibilities

• Lead and develop the team responsible for appointment booking, calendar management, and customer scheduling for installation projects
• Own multi-channel customer support across meter, endpoint, software, and Neptune 360 break-fix inquiries
• Manage frontline and tiered T1/T2 escalation processes
• Direct public and community education efforts supporting active installation projects
• Coordinate field contractor support and field dispatch to resolve customer issues efficiently
• Build a support model where issues are owned through resolution. Including diagnosing true root cause and coordinating the right internal teams rather than closing tickets prematurely
• Monitor support volume, response times, and customer satisfaction, and report trends to Solutions Delivery leadership
• Partner closely with Network & Field Maintenance and Utility Data & Systems to resolve technical escalations

What This Job Offers

• Job Type: Full-time
• Career Level: Manager