Citizen Services Supervisor

Verramobility; Phoenix (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Verra Mobility is seeking a Customer Success Team Lead in Phoenix, AZ to guide one-on-one and team sessions, review performance, and set clear goals. The role emphasizes quality audits, training delivery, and resolving escalated customer issues to uphold service standards.

The position requires monitoring SLAs, cross-team communication, and implementing improvements to boost efficiency and satisfaction. Applicants should align with business requirements and company standards.

Responsibilities

• Conduct one-on-one and team meetings to address concerns, provide updates, review performance, and establish goals.
• Perform quality audits and generate reports to monitor team performance and identify areas for improvement.
• Develop and deliver training for new hires and provide ongoing training and support for existing team members.
• Handle escalated customer issues and provide solutions to complex problems.
• Monitor metrics and service level agreements (SLAs) to ensure targets are met.
• Facilitate all communication between customers, team members, and other departments to ensure alignment and transparency.
• Identify and implement solutions for any customer-related issues or complaints, collaborating with team and/or other teams as required.
• Ensure alignment with Business Requirements and company standards.
• Implement changes to enhance efficiency, reduce costs, and improve customer satisfaction.
• Perform additional duties as assigned.

Job description

Conduct one-on-one and team meetings to address concerns, provide updates, review performance, and establish goals.

Perform quality audits and generate reports to monitor team performance and identify areas for improvement.

Develop and deliver training for new hires and provide ongoing training and support for existing team members.

Handle escalated customer issues and provide solutions to complex problems.

Monitor metrics and service level agreements (SLAs) to ensure targets are met.

Facilitate all communication between customers, team members, and other departments to ensure alignment and transparency.

Identify and implement solutions for any customer-related issues or complaints, collaborating with team and/or other teams as required.

Ensure alignment with Business Requirements and company standards.

Implement changes to enhance efficiency, reduce costs, and improve customer satisfaction.

Perform additional duties as assigned.

Verra Mobility Values

• Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What’s Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.