Customer Support Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Manager based in United States.

• As a Customer Support Manager, you will lead a customer support team serving state and local government organizations through mission-critical GovTech SaaS solutions.
• You will shape support operations, develop high-performing professionals, and establish standards that improve responsiveness, ownership, and customer satisfaction.
• The role combines people leadership, operational management, data analysis, process improvement, and customer advocacy.
• You will oversee case intake, prioritization, escalations, resolution, and cross-functional collaboration with Product, Engineering, Implementation, and Customer Success teams.
• You will use support data and emerging technologies, including AI, to identify recurring issues, improve self-service, and increase operational efficiency.
• Your insights will help leadership understand customer needs, product trends, operational risks, and opportunities for continuous improvement.
• This is an opportunity to build a scalable, customer-focused support organization while contributing to technology that helps governments serve their communities more effectively.