{"id":3825462,"url":"https://alion.io/job/neumo-customer-care-supervisor","title":"Customer Care Supervisor","company":{"id":2482496,"name":"Neumo","domain":"neumo.com","url":"https://alion.io/company/neumo","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"A","score":85,"open_postings":10,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":57,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-05T18:19:08Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T04:22:55Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary:\nRole Purpose\nOwns shift execution, frontline coaching, and direct management of Customer Support Specialists, Support Engineers, and the Team Lead. Ensures the team meets daily and weekly service goals while developing staff and maintaining work quality.\nKey Responsibilities\nSet daily coverage and queue priorities; assign work, manage schedules, and monitor attendance\nEnsure the team meets daily and weekly service level and backlog goals\nReview cases and quality, and coach troubleshooting and customer communication\nHandle sensitive escalations and escalate complex issues to the Manager\nProvide coaching and basic performance feedback and develop staff\nContribute to hiring decisions and provide input on the employee lifecycle, including onboarding, workforce planning, and performance\nEnforce policies, departmental procedures, and standards\nAct as a role model and mentor who builds collaboration, openness, and trust\nActively monitoring the queues and acting on warnings received for calls holding\nEnsuring all team members are actively responding to cases and assisting when there is a training opportunity\nQualifications\nBachelor’s degree or equivalent work experience\n2+ years of experience, including people management\nBackground in customer support operations, ideally in SaaS or public-sector technology\nSkills and Competencies\nCoaching and performance feedback\nQueue, capacity, and schedule management\nSound judgment on sensitive escalations\nQuality review and process discipline\nStrong written and verbal communication\nAbility to inspire initiative and professional excellence\nSuccess Measures (KPIs)\nKPI\nWhat It Measures\nTeam SLA attainment\nTeam performance against SLA commitments\nBacklog aging by priority\nAge of open cases by priority level\nQuality review score\nAverage score from case quality reviews\nCoaching completion\nShare of planned coaching sessions completed\nLevel Expectations\nSupervises the activities of a team of individual contributors\nTypically oversees a single team engaged in one area of work\nLimited budget or strategic responsibility\nEscalates complex issues to the Manager\n\nWork Environment:\nOffice setting with a moderate noise level.\nThe employee will work at an individual workstation, using a telephone and computer.\n\nPhysical Demands:\nMust be able to remain seated for extended periods.\nRegular use of a computer and other office machinery, such as printers and copy machines.\nOccasional movement around the office.\nFrequent communication via telephone.\nNeumo Summary:\nWith the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.\nNeumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.\nNeumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.\nNeumo is an Equal Opportunity Employer. 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