GovTech Customer Support Manager — AI‑Driven Ops Leader

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

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.