Customer Support Manager

Schneider Geospatial is a GovTech SaaS company providing GIS-based solutions to state and local governments. The Customer Support Manager will lead the customer support team, oversee support operations and escalations, improve customer experience, and drive performance measurement, process improvement, self-service, and cross-functional resolution of customer issues.

Responsibilities:

• 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
• 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
• 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
• 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
• 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
• 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

Requirements:

• 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