Customer Support Manager
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Job Description
Customer Support Manager leading AECOM’s CTrides transportation support center. Improving customer service quality, staffing, training, QA, and automated support operations.
Responsibilities:
- Lead the CTrides customer support center and customer support team
- Coach and mentor team members through one-on-ones, feedback, and development goals
- Use QA findings and performance data to identify training and coaching needs
- Prepare and lead team meetings, training sessions, performance reviews, and operational updates
- Run a structured QA program covering calls, emails, chats, web inquiries, and case documentation
- Maintain QA scorecards and standards and conduct calibration sessions
- Review automated responses, including AI agents and chat automation, and identify errors and gaps
- Track QA scores, customer feedback, and performance metrics and report findings to leadership
- Improve support through coaching, training updates, and knowledge-base corrections
- Work with the Program Director to improve support tools, workflows, and automated customer responses
- Support system changes and rollouts, testing changes and training staff
- Own and maintain knowledge bases, standard operating procedures, job aids, FAQs, and training materials
- Monitor AI agent and chat automation performance
- Use Zendesk, databases, reporting tools, and office software to track service levels, workload, and quality
- Maintain knowledge of Connecticut transportation programs, services, routes, schedules, and mobility resources
- Ensure staff understand CTrides policies, practices, service standards, alerts, and disruptions
- Coordinate with transportation providers, partners, and stakeholders to maintain current service information
- Resolve escalated and complex customer issues and communicate outcomes
- Support representatives with day-to-day challenges and provide customer support when needed
- Build and maintain team schedules and manage staffing, workload, resources, attendance, time off, and schedule changes
- Maintain records of customer interactions, resolutions, quality reviews, and departmental activity
Requirements:
- BA/BS + 6 years of related experience or demonstrated equivalency of experience and/or education
- Valid U.S. Driver's License
- Must pass AECOM's Motor Vehicle Records Review as a condition of employment
- 6 years of customer service experience, including at least 2 years in a supervisory or management role leading a customer support team
- Experience improving support tools, workflows, or knowledge content
- Experience training, coaching, and developing staff, including running onboarding programs
- Experience running QA reviews and using results to improve coaching and processes
- Experience with customer support platforms such as Zendesk or similar ticketing and case management systems
- Proficiency in Microsoft Office or Google Workspace
- Experience using management methods and techniques
- Familiarity with AI agents or chat automation in a customer service setting
- Awareness of current customer service technology, trends, and applications
- Must be authorized to work in the United States; sponsorship is not available
- Ability to work primarily weekday hours with some weekend work
- Ability to lift up to 30 lbs
Benefits:
- Medical, dental, and vision benefits
- Life and AD&D benefits
- Disability benefits
- Paid time off
- Leaves of absence
- Voluntary benefits and perks
- Flexible work options
- Well-being resources
- Employee assistance program
- Business travel insurance
- Service recognition awards
- Retirement savings plan
- Employee stock purchase plan
- Training and development programs
- In-person Day 1 onboarding at an AECOM office location
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