Customer Support Manager: Lead & Elevate Your Team

Neumo; Houston (TX); On-site; USD 85,000 - 115,000; Full time

Job summary

Neumo is seeking a Manager of Customer Support to lead and mentor a team of support professionals, ensuring high service levels and customer satisfaction. You will collaborate with engineering and product management to resolve escalated issues and drive ongoing process improvements.

The role requires 5+ years in customer support with at least 2 years in leadership, plus hands-on experience with Salesforce, Zendesk, and Jira. An on-site Houston office environment awaits the right candidate.

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 and ticketing systems such as Salesforce and Zendesk.

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 like response time, resolution time, and customer satisfaction.
• Provide coaching and professional development opportunities to team members.
• Oversee the resolution of escalated customer issues, ensuring speed and accuracy in problem solving.
• Collaborate with engineering and product management to resolve issues and share knowledge.
• Contribute to process improvements to enhance efficiency of the support organization.
• Ensure adherence to policies, procedures, and quality standards.
• Assist with recruitment and onboarding of new support staff.
• Analyze support trends to proactively address recurring issues.

Skills

Leadership

Communication

Problem-solving

Cross-functional collaboration

Mentoring

Customer focus

Education

Bachelor's degree in Business or related field

Tools

Salesforce

Zendesk

Jira

Ticketing systems

Office Suite

Job description

Neumo is seeking a Manager of Customer Support to lead and mentor a team of support professionals, ensuring high service levels and customer satisfaction. You will collaborate with engineering and product management to resolve escalated issues and drive ongoing process improvements.

The role requires 5+ years in customer support with at least 2 years in leadership, plus hands-on experience with Salesforce, Zendesk, and Jira. An on-site Houston office environment awaits the right candidate.