Manager, Customer Support Operations

Job Summary The Manager, Customer Support Operations provides strategic leadership for the Customer Care team at Vontas, driving continuous improvement, establishing clear processes, and ensuring team efforts translate into consistent, measurable results for customers. This role serves as the primary escalation owner for customers, takes full ownership of the Zendesk platform, and builds the reporting infrastructure needed to track support ticket metrics and improve team performance. This individual must be self-directed and strategic, with the ability to assess competing priorities, sequence improvements for maximum near-term impact, and grow team capability through structured training and development. This role is expected to align Customer Care strategy with company-wide goals and objectives. This role reports to the Director, Customer Support. Job Description Supervisory Duties/Responsibilities: Day-to-day management of Customer Care Analysts and their performanceCoach and develop employees through ongoing feedback, development plans, and performance management to achieve their highest potential and desired business resultsFoster a positive, collaborative team culture where employees feel supported, empowered, and recognized for their contributionsBuild and execute a comprehensive talent management and training plan grounded in a skills matrix, developing team-wide capability and expanding cross-functional knowledgeEstablish and communicate performance expectations; identify opportunities for growth and ensure development plans are created and supportedExecute capacity planning and lead talent acquisition activities for the Customer Care teamEnsure fair and equal treatment of employees, addressing difficult issues with assistance from Human Resources, and practicing empathy and compassionPromote Company policies, procedures, mission, and values by training and providing direction to direct reports in their use and applicationOther duties as assigned Duties/Responsibilities Evaluate, improve, and prioritize support process adoption initiatives, establishing clear team intake and work assignment processes that drive consistent, measurable results for customersServe as the primary escalation lead for customers and internal stakeholders; define and maintain the escalation framework, including team training and adoptionOwn the Zendesk platform end to end, including configuration, dashboards, and ticket processes; establish and monitor team goals, metrics, and service levels to ensure accurate, real-time visibility into performance and proactively drive the team to exceed targetsOwn customer satisfaction outcomes; monitor CSAT trends and provide regular performance reporting to the leadership teamUnderstand and contribute to customer retention and maintenance revenue outcomes by ensuring the team delivers a consistently high standard of supportPartner closely with the Manager, Customer Engineering to align on escalation paths, ticket routing, cross-team processes, and shared customer outcomes, ensuring a cohesive and coordinated approach across Customer SupportChampion the adoption of AI-powered tools and workflows within the Support team, continuously identifying opportunities to leverage emerging technologies to improve response quality, reduce resolution time, and scale team capacity.Identify support-intensive areas and work with other departments within Vontas to resolve complex issues, improve product capabilities by contributing to product requirements with R&D, and develop mitigation plansOther duties as assigned Required Skills/Abilities Demonstrated experience as a strategic manager who leads teams through process improvement and change, directs and develops others, and translates initiatives into measurable outcomesExperience owning and managing escalations in a tiered support environment, including executive and agency-level customer situations, with a clear understanding of escalation paths and ticket lifecycle managementStrong prioritization skills with the ability to assess a complex improvement backlog and sequence initiatives by impactProven ability to design and implement structured training programs and skills matrices, including identifying capability gaps and driving team-wide adoptionOutstanding communicator and adaptable leader with strong cross-functional relationship management skills and the ability to foster collaboration across diverse working stylesDemonstrated experience leveraging AI tools and technologies in a support or service delivery context, with the ability to evaluate, implement, and drive team-wide adoption of AI-driven workflowsProficiency in Microsoft Office Suite and related software Education And Experience Minimum 3 years in a customer support or technical support leadership role within an enterprise organizationBachelor's degree in Business Administration, Communications, Information Technology, or a related field; or a minimum of 5 years of relevant experience in a technical support leadership role in lieu of a degreeMinimum 3 years of hands-on experience with an enterprise support ticketing platform, including configuration, dashboard development, and reporting; Zendesk experience preferredExperience in a fast-paced, enterprise-level, mission-critical technical support environment required; transit or transportation industry experience is a strong asset and candidates with a background in transit agency operations, transit software, or related public sector technology environments will be strongly considered Physical Requirements Prolonged periods sitting at a desk and working on a computer/laptopMust be able to lift up to 10 pounds at a timeMust be able to handle high utilization of hand and wrist dexterityAbility to travel up to 25% of the time; travel is primarily domestic but may occasionally include international travel to customer sites and company locations; extended travel may be required on occasion Disclaimers All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employeesThis job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basisVontas remains and actively participates as an Equal Opportunity Employer/Affirmative Action Employer Worker Type Regular Number Of Openings Available 1 We thank all applicants for their interest; however, only those who qualify for an interview will be contacted. *Professional recruiting agents or consultants need not call.