Director of Customer Support & Operations

Neumo; West Jordan (UT); On-site; USD 85,000 - 115,000; Full time

Job summary

Neumo seeks a Manager of Customer Support to oversee day-to-day operations of the customer support team, ensuring service levels and customer satisfaction goals are met. You will mentor a team of support associates and specialists, ensuring they have the tools, training, and guidance necessary to resolve customer issues effectively.

You will collaborate with other departments, such as engineering and product management, to resolve escalated issues and contribute to the continuous improvement of

Qualifications

• 5+ years of experience in customer support, with 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 (Salesforce, Zendesk).
• Experience leading cross-functional projects or teams.

Responsibilities

• Supervise and manage daily activities of the product customer support team with timely resolution of inquiries.
• Monitor and report on support team performance metrics (response time, resolution time, CSAT).
• Provide coaching and professional development opportunities to team members.
• Oversee escalation resolution, ensuring speed and accuracy for complex issues.
• Collaborate with engineering and product development to resolve issues and share knowledge.
• Contribute to process improvements to enhance efficiency and effectiveness of the support organization.
• Ensure adherence to policies, procedures, and quality standards.
• Assist with recruitment and onboarding of new staff.
• Analyze support trends to address recurring issues and suggest improvements.

Skills

Leadership

Team management

Communication

Problem-solving

Cross-functional collaboration

Salesforce

Jira

Customer support systems

Education

Bachelor’s degree

Tools

Salesforce

Zendesk

Microsoft Office Suite

Job description

Neumo seeks a Manager of Customer Support to oversee day-to-day operations of the customer support team, ensuring service levels and customer satisfaction goals are met. You will mentor a team of support associates and specialists, ensuring they have the tools, training, and guidance necessary to resolve customer issues effectively.

You will collaborate with other departments, such as engineering and product management, to resolve escalated issues and contribute to the continuous improvement of