Customer Support Manager (Remote)

AECOM is seeking a highly qualified, Customer Support Manager to lead the CTrides customer support center. This role will primarily be a remote position, with the caveat that training will be in person, and the team may be required to attend in person meetings and trainings in the office and the remote work is subject to change.

The role centers on three things: developing the team, controlling the quality of what customers get, and making the operation work better over time. The Customer Support Manager is accountable for the full customer experience, including training, quality, procedures, scheduling, and service improvement. The goal is a support operation that runs efficiently, meets project and customer expectations, and builds customer satisfaction, loyalty, and retention.

The successful candidate will lead the Customer Support team and hold it to clear standards for service quality and accountability. The selected individual will be the point of contact for onboarding and ongoing training so staff know the policies, procedures, and systems and handle customers well.

The job responsibilities of the position will include but are not limited to:

• 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.