Customer Service Manager

About the role

This is an onsite role at our Draper, UT office (Monday–Friday). For over 25 years, NEOGOV has been at the forefront of public-sector innovation, building technology that helps government and education organizations work smarter, move faster, and better serve their communities. We are a team of cutting-edge technologists, operators, and problem-solvers with top-tier skills and a shared ambition: to build the most efficient operating model in GovTech. We combine deep public-sector expertise with modern SaaS practices, AI-enabled workflows, and a relentless focus on execution.

At our core, we are a people-first company. We empower our customers to support the public servants they employ, the communities they serve, and the talented teams that bring our platform to life. Our solutions support the entire employee journey, from hire to retire. By transforming complex HR and compliance workflows into simple, intuitive experiences, we help public-sector organizations reduce friction, improve efficiency, and focus on what matters most: making a difference.

The Customer Service Manager is responsible for creating and maintaining world-class support while growing and developing talented team members. Your team is the front line serving the people who serve the people! In this role, you collaborate with team members to drive process improvements and process changes. Your goal is for the team to be highly efficient and effective in consistently delivering high-quality customer service. Facilitating the career growth of all team members is your other primary goal — identifying skill gaps and determining what type of learning and training team members need as they journey along their career paths.

Responsibilities

• Collaborate with directors and executive sponsors to maintain and improve full team unification, team events, team training, processes, policies, customer satisfaction, and quality of service
• Execute a continuous focus on empowering activities that provide career growth and development for team members
• Provide overall management, guidance, and support for the team
• Support team members during customer escalations for de-escalating the situation and helping both the customer and team member reach resolution
• Collaborate with appropriate team members for data analysis
• Forecast, plan, and execute plans for team hiring needs
• Build and maintain relationships with other organizational units critical to support success
• Contribute to ongoing activities and ideas to keep a positive team work environment resulting in world-class service experiences for our customers and team members
• Be responsive and helpful to customers and cross-functional team members via phone, email, virtual meetings, and in-person meetings

Requirements

• Bachelor’s Degree or 5+ years of progressive experience in customer support, customer operations, customer success, client services, or program management in a customer-facing capacity
• Successfully coached team members in-person and remotely
• Track record of sustaining positive work teams who in turn provide excellent customer service
• Passionate and empathy for customers and team members alike
• Advanced proficiency in Active Listening and Effective Questioning
• Excellent written and verbal communication skills
• Ability to facilitate and work cross-functionally with internal teams
• Excellent organizational skills and experience managing competing priorities
• Experience working with co-located and remote teams
• Advanced consultative, presentation, and relationship skills
• Strong skills in use of office technology (Google Suite for email, documents, spreadsheets, and presentations; DialPad for phones; Salesforce for case management)

Benefits

• Competitive wages
• Comprehensive benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1
• Generous PTO to support work-life balance
• 401K matching
• 12-week paid parental leave
• Autonomy to grow and find your career path with supportive leadership
• Company-provided lunches and a kitchen fully stocked with snacks and drinks in the Draper office
• On-site gym in the Draper office
• Inclusive and diverse work environment