Customer Support Manager

Jobgether SRL; United States; On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Leadership development

Cross-functional collaboration

Exposure to AI and automation

GovTech impact

Job summary

Jobgether SRL is seeking a Customer Support Manager in the United States to lead a GovTech SaaS support team across government clients. You will shape operations, coach staff, and drive high-quality customer outcomes through data-driven processes.

You will partner with Product, Engineering, Implementation, and Customer Success to resolve issues, implement AI-assisted deflection, and continuously improve self-service and support efficiency.

Qualifications

• Bachelor's degree or certificate in GIS, CS, or related field.
• 5+ years in Customer Support, Customer Success, or similar.
• 2+ years leading or supervising a customer-facing team.
• Experience with SaaS support operations, case management, and performance metrics.
• Experience using AI for self-service, automation, or deflection.
• Strong analytical and communication skills; ability to collaborate widely.

Responsibilities

• Lead and coach a Customer Support team with clear expectations on quality, responsiveness, ownership, and customer satisfaction.
• Establish standard support processes and address aging/high-priority/escalated cases.
• Coordinate with Product, Engineering, Implementation, and Customer Success to resolve issues.
• Monitor KPIs (case volume, time to resolution, backlog, CSAT) and report trends.
• Develop case-deflection, self-service, and knowledge resources to improve efficiency.
• Create SOPs, troubleshooting guides, and internal documentation.

Skills

People leadership

Analytical thinking

Communication

AI tools

Customer focus

Education

Bachelor's degree or certificate in GIS/CS/MI or related field

Tools

Salesforce

ArcGIS

SQL

CAMA

Microsoft Office

ChatGPT

Tax software

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Manager based in United States.

As a Customer Support Manager, you will lead a customer support team serving state and local government organizations through mission-critical GovTech SaaS solutions.

You will shape support operations, develop high-performing professionals, and establish standards that improve responsiveness, ownership, and customer satisfaction.

The role combines people leadership, operational management, data analysis, process improvement, and customer advocacy.

You will oversee case intake, prioritization, escalations, resolution, and cross-functional collaboration with Product, Engineering, Implementation, and Customer Success teams.

You will use support data and emerging technologies, including AI, to identify recurring issues, improve self-service, and increase operational efficiency.

Your insights will help leadership understand customer needs, product trends, operational risks, and opportunities for continuous improvement.

This is an opportunity to build a scalable, customer-focused support organization while contributing to technology that helps governments serve their communities more effectively.

Accountabilities

• Lead, coach, and develop a team of Customer Support professionals, establishing clear expectations around quality, responsiveness, ownership, communication, and customer satisfaction.
• Build a culture of accountability, collaboration, continuous learning, and customer advocacy through regular one-on-ones, performance reviews, coaching, and development programs.
• Assess staffing needs, monitor team capacity, identify skill gaps, and contribute to workforce and training plans as customer requirements evolve.
• Manage daily support operations, including case intake, triage, prioritization, assignment, escalation, resolution, documentation, follow-up, and closure.
• Establish consistent support standards and proactively address aging, stalled, high-priority, and escalated cases.
• Serve as an escalation point for complex or high-impact customer situations, promoting responsiveness, empathy, and accountability.
• Coordinate with Product, Engineering, Implementation, Customer Success, and other teams to resolve technical issues and systemic customer challenges.
• Monitor customer feedback and satisfaction, identify repeated support issues, and coordinate appropriate follow-up to improve customer outcomes.
• Track and report key performance indicators, including case volume and trends, time to resolution, backlog, case age, aging distribution, CSAT, and team workload.
• Analyze support data to identify recurring issues, common questions, process gaps, and opportunities to improve resource allocation and operational efficiency.
• Develop case-deflection and self-service initiatives, including FAQs, troubleshooting guidance, contextual help, product documentation, and knowledge resources.
• Create and maintain standard operating procedures, troubleshooting guides, response templates, and internal support documentation.
• Evaluate and implement workflow automation and artificial intelligence opportunities that can improve support efficiency, case prevention, deflection, and customer experience.
• Improve case classification and data quality to enable accurate measurement, trend analysis, and informed decision-making.
• Communicate recurring customer issues, usability challenges, defects, and enhancement opportunities to Product and Engineering leadership.
• Provide leadership with regular insights into customer issues, product trends, operational risks, and opportunities for improvement.

Requirements

• Bachelor's degree or certificate in GIS, Computer Science, Software Engineering, UI/UX Design, Management Information Systems, or a related field.
• 5+ years of experience in Customer Support, Customer Success, or a related customer-facing function.
• 2+ years of experience leading or supervising a customer-facing team, with demonstrated ability to coach employees and develop high-performing teams.
• Strong understanding of SaaS customer support operations, case management, support processes, service standards, and performance measurement.
• Experience establishing, managing, and improving support processes, operational standards, and performance metrics.
• Experience using artificial intelligence to support case prevention, automation, self-service, or case deflection.
• Strong analytical skills and the ability to identify meaningful patterns, trends, and improvement opportunities within support data.
• Excellent written and verbal communication skills, with the ability to communicate effectively with customers, team members, technical partners, and leadership.
• Strong problem-solving, organizational, and prioritization skills, with the ability to remain effective when managing competing priorities and customer escalations.
• Proven ability to collaborate across Product, Engineering, Customer Success, Implementation, and other business functions.
• Technical proficiency with Microsoft Office and ChatGPT; familiarity with Salesforce, ArcGIS, SQL, CAMA, Tax, and related GovTech software is preferred.
• Customer-focused mindset with a commitment to accountability, continuous improvement, empathy, and operational excellence.

Benefits

• Opportunity to lead and develop a customer support organization within a growing GovTech SaaS environment.
• Meaningful work supporting technology used by state and local governments to better serve their communities.
• Collaborative environment focused on customer success, innovation, continuous improvement, and smarter use of technology.
• Opportunities for professional development, leadership growth, and expanded responsibilities.
• Potential career paths across business development, project management, consulting, software testing and QA, and product management.
• Opportunity to work cross-functionally with Product, Engineering, Customer Success, Implementation, and other teams.
• Exposure to artificial intelligence, workflow automation, data-driven support operations, and modern SaaS practices.
• Supportive environment that values diverse perspectives and inclusive collaboration.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice:

By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.