Customer Support Manager

AECOM is hiring a Customer Support Manager to lead the CTrides customer support center and oversee the full customer experience. The role focuses on team development, service quality, training, scheduling, and improving support operations for Connecticut transportation programs.

Responsibilities:

• Coach and mentor each team member through regular one-on-ones, performance feedback, and clear development goals. Use QA findings and performance data to decide where training and coaching are needed most
• Prepare and lead team meetings, training sessions, performance reviews, and operational updates. Run a structured QA program that reviews a consistent sample of calls, emails, chats, web inquiries, and case documentation against defined service standards
• Maintain the QA scorecard and standards and hold calibration sessions so reviewers score consistently. Review automated responses, including the AI agent and chat automation, and flag errors and gaps for correction
• Track trends in QA scores, customer feedback, and performance metrics, and report findings to leadership. Use what QA turns up to fix problems, whether that means coaching someone, updating training, or correcting the knowledge base
• Work with the Program Director to identify ways to improve support tools, workflows, and automated customer responses, and help set priorities for changes. Give input and help test during system changes and rollouts, and train staff on what’s different afterward
• Own the content of the knowledge base, standard operating procedures, job aids, FAQs, and training materials, and keep it accurate and current. Monitor how the AI agent and chat automation perform with customers and identify where they fall short
• Use Zendesk, databases, reporting tools, and standard office software to track service levels, workload, and quality results. Build a strong understanding of Connecticut transportation programs, services, routes, schedules, and mobility resources. Make sure staff know CTrides policies, practices, and service standards, including how to handle service alerts and disruptions
• Work with transportation providers, partners, and stakeholders to gather, verify, and keep current route, schedule, and service information. Take ownership of escalated and complex customer issues, see them through to resolution, and communicate outcomes clearly to customers and stakeholders
• Support representatives with day-to-day challenges. Provide accurate, courteous support by phone, email, web platforms, and other channels, and step in as a representative when needed
• Build and maintain team schedules with enough staffing to cover service
• Manage workload and resources, and monitor attendance, time-off requests, and schedule changes to protect service levels. Keep accurate 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
• Sponsorship for US employment authorization is not available now or in the future for this position
• 7+ years of customer service experience, including at least 2 years in a supervisory or management role leading a customer support team
• Experience helping improve support tools, workflows, or knowledge content
• Demonstrated experience training, coaching, and developing staff, including running onboarding programs
• Demonstrated experience running QA reviews and using the 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
• Proven 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