{"id":1096436,"url":"https://alion.io/job/schneider-geospatial-customer-support-manager","title":"Customer Support Manager","company":{"id":8525,"name":"Schneider Geospatial","domain":"schneidergis.com","url":"https://alion.io/company/schneider-geospatial","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":157000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":357},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-10T13:07:58Z","employer_posted_date":"2026-09-10","last_verified_at":"2026-10-19T20:51:59Z","board_verified":true,"closed_at":null,"days_open":39,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":39},"description":"The Opportunity\nSchneider 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.\nWhy Join Us\nAt 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.\nAs 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.\nWhat You’ll Do\nTeam Leadership & Development\nLead, coach, and develop a team of Customer Support professionals supporting Schneider Geospatial customers.\n\nEstablish clear expectations for quality, responsiveness, ownership, communication, and customer satisfaction.\n\nBuild a culture of accountability, collaboration, continuous learning, and customer advocacy.\n\nConduct regular one-on-one meetings and periodic performance reviews, coaching, and professional development activities.\n\nAssess staffing requirements and help develop capacity plans as customer needs evolve.\n\nIdentify skill gaps and develop training programs to strengthen team capabilities.\n\nSupport Operations\nManage day-to-day support operations, including case intake, triage, prioritization, assignment, escalation, and resolution.\n\nEstablish and maintain standards for case ownership, clear and timely customer communication, documentation, follow-up, and closure.\n\nProactively address aging, stalled, high-priority, or escalated cases.\n\nCoordinate with Product, Engineering, Implementation, and other teams when issues require cross-functional resolution.\n\nCustomer Experience\nPromote a philosophy focused on responsiveness, empathy, and accountability.\n\nServe as an escalation point for challenging or high-impact customer situations.\n\nIdentify customers experiencing repeated support issues and coordinate appropriate follow-up to ensure these issues are mitigated.\n\nMonitor customer feedback and satisfaction to identify opportunities for improvement.\n\nHelp ensure that interactions with Support strengthen customers' confidence in Schneider Geospatial and its products.\n\nMetrics & Performance Management\nMonitor 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.\n\nContinually monitor support workload and capacity by team member.\n\nIdentify trends, establish performance expectations, improve resource allocation, and drive continuous improvement.\n\nProcess Improvement & Case Deflection\nRegularly analyze support cases to identify recurring issues, common questions, and opportunities for improvement.\n\nDevelop processes that reduce unnecessary effort and improve consistency and efficiency.\n\nIdentify opportunities for case deflection and customer self-service, including frequently asked questions, \"How do I?\" guidance, contextual help, and product documentation.\n\nPartner with Product and other teams to identify recurring product issues or usability challenges that could be eliminated through product improvements.\n\nDevelop and maintain standard operating procedures, troubleshooting guides, response templates, and internal knowledge resources.\n\nEvaluate opportunities to use workflow automation and artificial intelligence to improve support efficiency and customer experience.\n\nImprove case classification and data quality so that trends can be accurately measured and acted upon.\n\nCross-Functional Collaboration\nWork with Product leadership to communicate recurring customer issues, usability challenges, defects, and enhancement opportunities.\n\nCollaborate with Engineering on technical escalations and systemic issues.\n\nProvide leadership with regular insights into customer issues, product trends, operational risks, and improvement opportunities.\n\nWhat You Bring\nBA/BS or Certificate in GIS, Computer Science, Software Engineering, UI/UX Design, MIS or a related field.\n\n5+ years of experience in Customer Support, Customer Success, or a related customer-facing function.\n\n2+ years of experience leading or supervising a customer-facing team.\n\nDemonstrated ability to coach employees and build high-performing teams.\n\nStrong understanding of SaaS customer support operations and case management.\n\nExperience establishing and managing support processes, standards, and performance metrics.\n\nExperience using artificial intelligence to enable support case prevention and deflection.\n\nStrong analytical skills with the ability to identify patterns and trends within support data.\n\nExcellent written and verbal communication skills.\n\nStrong problem-solving and organizational skills.\n\nAbility to manage competing priorities and remain effective during customer escalations.\n\nExperience working collaboratively across Product, Engineering, Customer Success, and other business functions.\n\nTechnical proficiency in Microsoft Office, ChatGPT, Salesforce, ArcGIS, SQL, CAMA, Tax, and related GovTech software preferred.\n\nYour Future with Us\nA successful Support Managerwill have future opportunities to pursue numerouscareer paths and leadership opportunities in our organization, depending on interests and skillset, including business 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