The Opportunity
Why Join Us
At Schneider Geospatial, you'll join a growing company where customer success is central to how we operate. Our solutions help state and local governments serve their communities, giving our work a clear and meaningful purpose.
As Customer Support Manager, you'll have the opportunity to make a visible impact—developing a talented team, improving how we support our customers, and helping shape future support experiences. You'll work in a collaborative environment that values new ideas, continuous improvement, and using technology in smarter ways. If you're excited about building great teams, solving meaningful customer problems, and creating a world-class support organization, we'd love to hear from you.
What You’ll Do
Team Leadership & Development
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Lead, coach, and develop a team of Customer Support professionals supporting Schneider Geospatial customers.
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Establish clear expectations for quality, responsiveness, ownership, communication, and customer satisfaction.
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Build a culture of accountability, collaboration, continuous learning, and customer advocacy.
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Conduct regular one-on-one meetings and periodic performance reviews, coaching, and professional development activities.
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Assess staffing requirements and help develop capacity plans as customer needs evolve.
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Identify skill gaps and develop training programs to strengthen team capabilities.
Support Operations
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Manage day-to-day support operations, including case intake, triage, prioritization, assignment, escalation, and resolution.
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Establish and maintain standards for case ownership, clear and timely customer communication, documentation, follow-up, and closure.
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Proactively address aging, stalled, high-priority, or escalated cases.
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Coordinate with Product, Engineering, Implementation, and other teams when issues require cross-functional resolution.
Customer Experience
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Promote a philosophy focused on responsiveness, empathy, and accountability.
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Serve as an escalation point for challenging or high-impact customer situations.
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Identify customers experiencing repeated support issues and coordinate appropriate follow-up to ensure these issues are mitigated.
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Monitor customer feedback and satisfaction to identify opportunities for improvement.
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Help ensure that interactions with Support strengthen customers' confidence in Schneider Geospatial and its products.
Metrics & Performance Management
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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.
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Continually monitor support workload and capacity by team member.
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Identify trends, establish performance expectations, improve resource allocation, and drive continuous improvement.
Process Improvement & Case Deflection
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Regularly analyze support cases to identify recurring issues, common questions, and opportunities for improvement.
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Develop processes that reduce unnecessary effort and improve consistency and efficiency.
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Identify opportunities for case deflection and customer self-service, including frequently asked questions, "How do I?" guidance, contextual help, and product documentation.
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Partner with Product and other teams to identify recurring product issues or usability challenges that could be eliminated through product improvements.
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Develop and maintain standard operating procedures, troubleshooting guides, response templates, and internal knowledge resources.
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Evaluate opportunities to use workflow automation and artificial intelligence to improve support efficiency and customer experience.
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Improve case classification and data quality so that trends can be accurately measured and acted upon.
Cross-Functional Collaboration
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Work with Product leadership to communicate recurring customer issues, usability challenges, defects, and enhancement opportunities.
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Collaborate with Engineering on technical escalations and systemic issues.
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Provide leadership with regular insights into customer issues, product trends, operational risks, and improvement opportunities.
What You Bring
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BA/BS or Certificate in GIS, Computer Science, Software Engineering, UI/UX Design, MIS or a related field.
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5+ years of experience in Customer Support, Customer Success, or a related customer-facing function.
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2+ years of experience leading or supervising a customer-facing team.
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Demonstrated ability to coach employees and build high-performing teams.
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Strong understanding of SaaS customer support operations and case management.
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Experience establishing and managing support processes, standards, and performance metrics.
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Experience using artificial intelligence to enable support case prevention and deflection.
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Strong analytical skills with the ability to identify patterns and trends within support data.
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Excellent written and verbal communication skills.
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Strong problem-solving and organizational skills.
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Ability to manage competing priorities and remain effective during customer escalations.
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Experience working collaboratively across Product, Engineering, Customer Success, and other business functions.
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Technical proficiency in Microsoft Office, ChatGPT, Salesforce, ArcGIS, SQL, CAMA, Tax, and related GovTech software preferred.