Customer Support Manager: Lead & Elevate CX

Neumo; Centreville (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Neumo is seeking a Manager of Customer Support in the United States to oversee day-to-day operations, mentor a team of support associates, and ensure service levels and customer satisfaction goals are met.

You will collaborate with engineering and product management to resolve escalated issues and contribute to process improvements, while guiding recruiting and onboarding of new staff.

Qualifications

• 5+ years of experience in customer support, with at least 2 years in a leadership role.
• Bachelor’s degree in Business, Computer Science, or related field preferred.
• Hands-on experience with Microsoft Office Suite, Ticketing systems (e.g., Salesforce, Zendesk).
• Prior experience leading cross-functional projects or teams.

Responsibilities

• Supervise and manage the daily activities of a product customer support team, ensuring timely resolution of customer inquiries and issues.
• Monitor and report on support team performance, including metrics such as response time, resolution time, and customer satisfaction.
• Provide coaching and professional development opportunities to team members.
• Oversee the resolution of escalated customer issues, ensuring that complex problems are addressed with speed and accuracy.
• Collaborate with internal teams, including engineering and product development, to ensure effective issue resolution and knowledge sharing.
• Contribute to process improvement initiatives to enhance the efficiency and effectiveness of the support organization.
• Ensure support staff adheres to policies, procedures, and quality standards.
• Assist with the recruitment and onboarding of new support staff.
• Analyze support trends to proactively address recurring issues and suggest improvements.
• Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.
• Perform other duties as assigned.

Skills

Leadership

Communication

Problem-solving

Cross-functional collaboration

Mentoring

Customer service knowledge

Education

Bachelor’s degree in Business, Computer Science, or related field

Tools

Microsoft Office Suite

Salesforce

Zendesk

Jira

Ticketing systems

General system administration tasks

Project management

Job description

Neumo is seeking a Manager of Customer Support in the United States to oversee day-to-day operations, mentor a team of support associates, and ensure service levels and customer satisfaction goals are met.

You will collaborate with engineering and product management to resolve escalated issues and contribute to process improvements, while guiding recruiting and onboarding of new staff.