Customer Service Manager

Neogov; Draper (UT); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive wages

Benefits Day 1: medical, dental,vision

Generous PTO

401K Matching

Paid Parental Leave (12 weeks)

On-site gym

Lunches and snacks

Career growth autonomy

Job summary

NEOGOV in Draper, UT is seeking a Customer Service Manager to lead a world-class support team onsite in our Draper office (Mon-Fri). You will drive process improvements, coach staff, and ensure consistently high-quality customer service for government and education customers.

You will collaborate with directors and executives, plan hiring, analyze data, and foster a positive work environment. If you are passionate about customer outcomes and team development, this role offers growth and a strong

Qualifications

• Bachelor’s Degree or 5+ years of progressive experience in customer support, operations, success, or program management in a customer-facing capacity.
• Coached team members in-person and remotely to drive performance.
• Track record of sustaining positive teams delivering excellent service.
• Demonstrates empathy for customers and team members alike.
• Excellent written and verbal communication skills.

Responsibilities

• Collaborate with directors and executive sponsors to maintain and improve team unification, events, training, processes, and service quality.
• Drive career growth and development opportunities for team members.
• Provide overall management, guidance, and support for the team.
• Assist during customer escalations to de-escalate and reach resolutions.
• Collaborate with data teams for analysis and planning.
• Forecast, plan, and execute hiring needs.
• Build relationships with other units critical to support success.
• Contribute to a positive team environment and world-class service experiences.

Skills

Active Listening

Effective Questioning

Written Communication

Verbal Communication

Cross-functional Collaboration

Coaching

Relationship Building

Organizational Skills

Prioritization

Data Analysis

Education

Bachelor’s Degree or equivalent

Tools

Google Suite

DialPad

Salesforce

Job description

Please note this is an Onsite role at our Draper, UT office (Mon-Fri).

For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities.

We are a team of cutting-edge technologists, operators, and problem-solvers with top-tier skills and a shared ambition: to build the most efficient operating model in GovTech. We combine deep public-sector expertise with modern SaaS practices, AI-enabled workflows, and a relentless focus on execution.

At our core, we are a people-first company. We empower our customers to support the public servants they employ, the communities they serve, and the talented teams that bring our platform to life.

Our solutions support the entire employee journey, from hire to retire. By transforming complex HR and compliance workflows into simple, intuitive experiences, we help public-sector organizations reduce friction, improve efficiency, and focus on what matters most: making a difference.

The Customer Service Manager is responsible for creating and maintaining world class support while growing and developing talented team members. Your team is the front line serving the people who serve the people!

In this role, you collaborate with team members to drive process improvements and process changes. Your goal is for the team to be highly efficient and effective in consistently delivering high quality customer service. Facilitating the career growth of all team members is your other primary goal! We’ll be counting on you to identify skill gaps and determine what type of learning / training for team members are needed as they journey along their career paths.

This posting is for an existing vacancy.

• Collaborate with directors and executive sponsors to maintain and improve full team unification, team events, team training, processes, policies, customer satisfaction, and quality of service
• Execute a continuous focus on empowering activities that provide career growth & development for team members
• Provide overall management, guidance, and support for the team
• Support team members during customer escalations for de-escalating the situation and helping both the customer and team member reach resolution
• Collaborate with appropriate team members for data analysis
• Forecast, plan, and execute plans for team hiring needs
• Build and maintain relationships with other organizational units critical to support success
• Contribute to ongoing activities and ideas to keep a positive team work environment resulting in world-class service experiences for our customers and team members

• Be responsive and helpful to customers and cross-functional team members via phone, email, virtual meetings, and in-person meetings

• Bachelor’s Degree or 5+ years of progressive experience in customer support, customer operations, customer success, client services, or program management in a customer facing capacity
• Successfully coached team members in-person and remotely
• Track record of sustaining positive work teams who in turn provide excellent customer service
• Passionate and empathy for customers and team members alike
• Advanced proficiency in Active Listening and Effective Questioning
• Excellent written and verbal communication skills
• Ability to facilitate and work cross-functionally with internal teams
• Excellent organizational skills and experience managing competing priorities
• Experience working with co-located and remote teams
• Advanced consultative, presentation, and relationship skills
• Strong skills in use of office technology (we use the Google Suite for email, documents, spreadsheets, and presentations - DialPad for phones - Salesforce for case management)

• Competitive Wages
• Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
• Generous PTO to support work-life balance
• 401K Matching
• 12-week Paid Parental Leave
• Autonomy to grow and find your career path with supportive leadership
• Company provided lunches and a kitchen fully stocked with snacks and drinks in the Draper office
• On-site gym in the Draper office
• Inclusive and diverse work environment

NEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, protected military status, or other non-merit factors.

Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.