Onsite Customer Service Manager — Lead & Elevate Support Team

Neogov; Draper (UT); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive wages

Benefits Day 1: medical, dental,vision

Generous PTO

401K Matching

Paid Parental Leave (12 weeks)

On-site gym

Lunches and snacks

Career growth autonomy

Job summary

NEOGOV in Draper, UT is seeking a Customer Service Manager to lead a world-class support team onsite in our Draper office (Mon-Fri). You will drive process improvements, coach staff, and ensure consistently high-quality customer service for government and education customers.

You will collaborate with directors and executives, plan hiring, analyze data, and foster a positive work environment. If you are passionate about customer outcomes and team development, this role offers growth and a strong

Qualifications

• Bachelor’s Degree or 5+ years of progressive experience in customer support, operations, success, or program management in a customer-facing capacity.
• Coached team members in-person and remotely to drive performance.
• Track record of sustaining positive teams delivering excellent service.
• Demonstrates empathy for customers and team members alike.
• Excellent written and verbal communication skills.

Responsibilities

• Collaborate with directors and executive sponsors to maintain and improve team unification, events, training, processes, and service quality.
• Drive career growth and development opportunities for team members.
• Provide overall management, guidance, and support for the team.
• Assist during customer escalations to de-escalate and reach resolutions.
• Collaborate with data teams for analysis and planning.
• Forecast, plan, and execute hiring needs.
• Build relationships with other units critical to support success.
• Contribute to a positive team environment and world-class service experiences.

Skills

Active Listening

Effective Questioning

Written Communication

Verbal Communication

Cross-functional Collaboration

Coaching

Relationship Building

Organizational Skills

Prioritization

Data Analysis

Education

Bachelor’s Degree or equivalent

Tools

Google Suite

DialPad

Salesforce

Job description

NEOGOV in Draper, UT is seeking a Customer Service Manager to lead a world-class support team onsite in our Draper office (Mon-Fri). You will drive process improvements, coach staff, and ensure consistently high-quality customer service for government and education customers.

You will collaborate with directors and executives, plan hiring, analyze data, and foster a positive work environment. If you are passionate about customer outcomes and team development, this role offers growth and a strong