Customer Support Manager

The Opportunity: Schneider Geospatial is seeking a Customer Support Manager to lead our customer support team and ensure an exceptional support experience for the state and local government organizations we serve.

Why Join Us: At Schneider Geospatial, you'll join a growing company where customer success is central to how we operate. Our solutions help state and local governments serve their communities, giving our work a clear and meaningful purpose.

As Customer Support Manager, you'll have the opportunity to make a visible impact—developing a talented team, improving how we support our customers, and helping shape future support experiences. You'll work in a collaborative environment that values new ideas, continuous improvement, and using technology in smarter ways.  If you're excited about building great teams, solving meaningful customer problems, and creating a world-class support organization, we'd love to hear from you.

What You’ll Do: 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.
• What You Bring: 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.
• Your Future with Us: A s uccessful Support
• Manager will have future opportunities to pursue numerous career paths and leadership opportunities in our organization, depending on interests and skillset, including business development, project management, consulting, software testing/QA, and product management.