GovTech Customer Support Manager — Lead & Elevate Service

Schneider Geospatial, LLC; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Schneider Geospatial is seeking a Customer Support Manager to lead our customer support team serving state and local government agencies. You’ll shape a world-class support experience, mentor a growing team, and collaborate with Product, Engineering, and Implementation to resolve issues and improve processes.

You’ll monitor key metrics, drive case deflection and self-service resources, and ensure empathetic, proactive communication with customers.

Qualifications

• BA/BS or certificate in GIS, CS, SE, UI/UX, MIS or related field.
• 5+ years in Customer Support/Success or related function.
• 2+ years leading or supervising a customer-facing team.
• Proven ability to coach employees and build high-performing teams.
• Strong understanding of SaaS customer support operations and case management.
• Experience using AI to enable support case prevention and deflection.
• Strong analytical skills to identify patterns in support data.
• Excellent written and verbal communication skills.
• Ability to manage competing priorities and stay effective during escalations.
• Experience collaborating across Product, Engineering, and other business functions.

Responsibilities

• Lead, coach, and develop a team of Customer Support professionals.
• Establish expectations for quality, responsiveness, ownership, and customer satisfaction.
• Build a culture of accountability and customer advocacy.
• Conduct regular one-on-one meetings and performance reviews.
• Assess staffing and develop capacity plans as needs evolve.
• Identify skill gaps and develop training programs.

Skills

Customer Support

Team Leadership

SaaS Operations

Cross-functional

Data analysis

AI in support

Escalation management

Communication

Process improvement

Product collaboration

Education

BA/BS or related field

Tools

Microsoft Office

ChatGPT

Salesforce

ArcGIS

SQL

CAMA

Tax software

GovTech tools

Job description

Schneider Geospatial is seeking a Customer Support Manager to lead our customer support team serving state and local government agencies. You’ll shape a world-class support experience, mentor a growing team, and collaborate with Product, Engineering, and Implementation to resolve issues and improve processes.

You’ll monitor key metrics, drive case deflection and self-service resources, and ensure empathetic, proactive communication with customers.