Manager, Customer Support Operations

Vontas is a company that provides strategic leadership for the Customer Care team, focusing on continuous improvement and measurable results. The Manager, Customer Support Operations is responsible for leading the team, managing escalations, and optimizing support processes to enhance customer satisfaction.

Responsibilities:

• Day-to-day management of Customer Care Analysts and their performance
• Coach and develop employees through ongoing feedback, development plans, and performance management to achieve their highest potential and desired business results
• Foster a positive, collaborative team culture where employees feel supported, empowered, and recognized for their contributions
• Build and execute a comprehensive talent management and training plan grounded in a skills matrix, developing team-wide capability and expanding cross-functional knowledge
• Establish and communicate performance expectations; identify opportunities for growth and ensure development plans are created and supported
• Execute capacity planning and lead talent acquisition activities for the Customer Care team
• Ensure fair and equal treatment of employees, addressing difficult issues with assistance from Human Resources, and practicing empathy and compassion
• Promote Company policies, procedures, mission, and values by training and providing direction to direct reports in their use and application
• Evaluate, improve, and prioritize support process adoption initiatives, establishing clear team intake and work assignment processes that drive consistent, measurable results for customers
• Serve as the primary escalation lead for customers and internal stakeholders; define and maintain the escalation framework, including team training and adoption
• Own 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 targets
• Own customer satisfaction outcomes; monitor CSAT trends and provide regular performance reporting to the leadership team
• Understand and contribute to customer retention and maintenance revenue outcomes by ensuring the team delivers a consistently high standard of support
• Partner 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 Support
• Champion 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 plans

Requirements:

• Demonstrated experience as a strategic manager who leads teams through process improvement and change, directs and develops others, and translates initiatives into measurable outcomes
• Experience 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 management
• Strong prioritization skills with the ability to assess a complex improvement backlog and sequence initiatives by impact
• Proven ability to design and implement structured training programs and skills matrices, including identifying capability gaps and driving team-wide adoption
• Outstanding communicator and adaptable leader with strong cross-functional relationship management skills and the ability to foster collaboration across diverse working styles
• Demonstrated 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 workflows
• Proficiency in Microsoft Office Suite and related software
• Minimum 3 years in a customer support or technical support leadership role within an enterprise organization
• Bachelor'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 degree
• Minimum 3 years of hands-on experience with an enterprise support ticketing platform, including configuration, dashboard development, and reporting
• Experience in a fast-paced, enterprise-level, mission-critical technical support environment required
• Ability 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
• Zendesk experience preferred
• Transit or transportation industry experience is a strong asset
• Candidates with a background in transit agency operations, transit software, or related public sector technology environments will be strongly considered