Customer Support Manager: Lead Teams & Elevate Experience

Neumo; Kentucky; On-site; USD 85,000 - 100,000; Full time

Job summary

Neumo is seeking a Manager of Customer Support to lead and mentor a team of support professionals, ensuring timely resolution of customer inquiries and adherence to service levels. You will collaborate with engineering and product teams to resolve escalated issues and drive continuous process improvements.

The role focuses on coaching, performance monitoring, and ensuring staff follow policies and quality standards while contributing to a positive customer experience across government-focused

Qualifications

• Bachelor’s degree preferred in Business, CS, or related field.
• 5+ years in customer support with at least 2 years in a leadership role.
• Hands-on experience with Microsoft Office Suite and ticketing systems such as Salesforce or Zendesk.

Responsibilities

• Supervise and manage daily activities of the customer support team.
• Monitor and report on performance metrics (response time, resolution time, customer satisfaction).
• Provide coaching and professional development for team members.
• Oversee escalation resolution with speed and accuracy.
• Collaborate with engineering and product management to resolve issues.
• Contribute to process improvements and knowledge sharing.
• Assist with recruitment and onboarding of new staff.
• Analyze support trends to address recurring issues.

Skills

Leadership

Customer support

Cross-functional collaboration

Communication

Problem-solving

Conflict resolution

Salesforce

Zendesk

Jira

Office 365

Education

Bachelor’s degree in Business or CS

Tools

Salesforce

Zendesk

Jira

Office Suite

Job description

Neumo is seeking a Manager of Customer Support to lead and mentor a team of support professionals, ensuring timely resolution of customer inquiries and adherence to service levels. You will collaborate with engineering and product teams to resolve escalated issues and drive continuous process improvements.

The role focuses on coaching, performance monitoring, and ensuring staff follow policies and quality standards while contributing to a positive customer experience across government-focused