Customer Support Manager

Team Leadership & Development 

• Lead, coach, and develop a team of Customer Support professionals supporting Schneider Geospatial customers. 

• Establish clear expectations for quality, responsiveness, ownership, communication, and customer satisfaction. 

• Build a culture of accountability, collaboration, continuous learning, and customer advocacy. 

• Conduct regular one-on-one meetings and periodic performance reviews, coaching, and professional development activities. 

• Assess staffing requirements and help develop capacity plans as customer needs evolve. 

• Identify skill gaps and develop training programs to strengthen team capabilities. 

Support Operations 

• Manage day-to-day support operations, including case intake, triage, prioritization, assignment, escalation, and resolution. 

• Establish and maintain standards for case ownership, clear and timely customer communication, documentation, follow-up, and closure. 

• Proactively address aging, stalled, high-priority, or escalated cases. 

• Coordinate with Product, Engineering, Implementation, and other teams when issues require cross-functional resolution. 

Customer Experience 

• Promote a philosophy focused on responsiveness, empathy, and accountability.   

• Serve as an escalation point for challenging or high-impact customer situations. 

• Identify customers experiencing repeated support issues and coordinate appropriate follow-up to ensure these issues are mitigated. 

• Monitor customer feedback and satisfaction to identify opportunities for improvement. 

• Help ensure that interactions with Support strengthen customers' confidence in Schneider Geospatial and its products. 

Metrics & Performance Management 

• Monitor and regularly report on key performance indicators including case volume and trends, time to resolution, open case backlog, case age and aging distribution, and CSAT.  

• Continually monitor support workload and capacity by team member. 

• Identify trends, establish performance expectations, improve resource allocation, and drive continuous improvement. 

Process Improvement & Case Deflection 

• Regularly analyze support cases to identify recurring issues, common questions, and opportunities for improvement. 

• Develop processes that reduce unnecessary effort and improve consistency and efficiency. 

• Identify opportunities for case deflection and customer self-service, including frequently asked questions, "How do I?" guidance, contextual help, and product documentation. 

• Partner with Product and other teams to identify recurring product issues or usability challenges that could be eliminated through product improvements. 

• Develop and maintain standard operating procedures, troubleshooting guides, response templates, and internal knowledge resources. 

• Evaluate opportunities to use workflow automation and artificial intelligence to improve support efficiency and customer experience. 

• Improve case classification and data quality so that trends can be accurately measured and acted upon. 

Cross-Functional Collaboration 

• Work with Product leadership to communicate recurring customer issues, usability challenges, defects, and enhancement opportunities. 

• Collaborate with Engineering on technical escalations and systemic issues. 

• Provide leadership with regular insights into customer issues, product trends, operational risks, and improvement opportunities. 

• BA/BS or Certificate in GIS, Computer Science, Software Engineering, UI/UX Design, MIS or a related field. 

• 5+ years of experience in Customer Support, Customer Success, or a related customer-facing function. 

• 2+ years of experience leading or supervising a customer-facing team. 

• Demonstrated ability to coach employees and build high-performing teams. 

• Strong understanding of SaaS customer support operations and case management. 

• Experience establishing and managing support processes, standards, and performance metrics. 

• Experience using artificial intelligence to enable support case prevention and deflection.  

• Strong analytical skills with the ability to identify patterns and trends within support data. 

• Excellent written and verbal communication skills. 

• Strong problem-solving and organizational skills. 

• Ability to manage competing priorities and remain effective during customer escalations. 

• Experience working collaboratively across Product, Engineering, Customer Success, and other business functions. 

• Technical proficiency in Microsoft Office, ChatGPT, Salesforce, ArcGIS, SQL, CAMA, Tax, and related GovTech software preferred.