Remote Customer Support Leader

Neumo Holdings LLC; Alabama; Hybrid; USD 75,000 - 95,000; Full time

Job summary

Neumo Holdings LLC is seeking a Manager of Customer Support to lead a remote team, ensuring high service levels and customer satisfaction. You will mentor staff, collaborate with engineering and product management, and drive continuous process improvements to resolve issues efficiently.

The role requires 5+ years in customer support with leadership experience and a Bachelor’s degree. Strong communication and cross-functional skills are essential in a fast-paced government-focused company.

Qualifications

• 5+ years in customer support with leadership experience.
• Experience with Salesforce, Zendesk, Jira.
• Bachelor’s degree in Business, CS, or related field preferred.
• Experience leading cross-functional projects.

Responsibilities

• Supervise and manage the daily activities of a product customer support team, ensuring timely resolution of customer inquiries and issues.
• Monitor and report on support team performance, including metrics such as response time, resolution time, and customer satisfaction.
• Provide coaching and professional development opportunities to team members.
• Oversee the resolution of escalated customer issues, ensuring that complex problems are addressed with speed and accuracy.
• Collaborate with internal teams, including engineering and product development, to ensure effective issue resolution and knowledge sharing.
• Contribute to process improvement initiatives to enhance the efficiency and effectiveness of the support organization.
• Ensure support staff adheres to policies, procedures, and quality standards.
• Assist with the recruitment and onboarding of new support staff.
• Analyze support trends to proactively address recurring issues and suggest improvements.
• Handle additional tasks as assigned, with the flexibility to adapt to changing priorities and project requirements.
• Perform other duties as assigned.

Skills

Leadership

Customer support

People management

Cross-functional collaboration

Communication

Salesforce

Zendesk

Jira

Microsoft Office

Education

Bachelor’s degree

Tools

Salesforce

Zendesk

Jira

Microsoft Office

Job description

Neumo Holdings LLC is seeking a Manager of Customer Support to lead a remote team, ensuring high service levels and customer satisfaction. You will mentor staff, collaborate with engineering and product management, and drive continuous process improvements to resolve issues efficiently.

The role requires 5+ years in customer support with leadership experience and a Bachelor’s degree. Strong communication and cross-functional skills are essential in a fast-paced government-focused company.