Sr. Manager, Customer Communication & SupportPosition SummaryThe Sr. Manager, Customer Communication & Support leads Neptune's customer-facing front door, the single coordination point for customers, the public, and field contractors. This role builds and runs a modern support organization that owns issues through to resolution, spanning appointment booking, multi-channel support, RMA intake, and field dispatch.
Key Responsibilities: - Lead and develop the team responsible for appointment booking, calendar management, and customer scheduling for installation projects
- Own multi-channel customer support across meter, endpoint, software, and Neptune 360 break-fix inquiries
- Manage frontline and tiered T1/T2 escalation processes
- Direct public and community education efforts supporting active installation projects
- Coordinate field contractor support and field dispatch to resolve customer issues efficiently
- Build a support model where issues are owned through resolution. Including diagnosing true root cause and coordinating the right internal teams rather than closing tickets prematurely
- Monitor support volume, response times, and customer satisfaction, and report trends to Solutions Delivery leadership
- Partner closely with Network & Field Maintenance and Utility Data & Systems to resolve technical escalations
Skills: - Strong people leadership and coaching skills across a customer support team
- Excellent verbal and written communication with customers, contractors, and internal teams
- Process-oriented, with experience designing or improving support workflows
- Calm, solutions-focused approach to escalated or high-pressure customer situations
- Comfortable using contact center, ticketing, and scheduling systems
QualificationsRequired Education: Bachelor's degree in a related field, or equivalent combination of education and experience.
Required Experience: 7+ years of experience in customer support, contact center, or field service coordination, including 3+ years in a people-management role. Experience in utilities, telecom, or a technical/field-services environment preferred.
Preferred Qualifications: - Experience standing up or reorganizing a contact center or customer support function
- Familiarity with AMI/AMR metering, field service, or utility operations
- Experience with CRM, ticketing, or workforce/dispatch scheduling platforms
Ways of Working: This is a hybrid position. The Sr. Manager, Customer Communication & Support is expected to work on-site at a Neptune office at least three days per week, with the flexibility to work remotely on the remaining days.
Location:
Tallassee, AL | Duluth, GA | Mississauga, ON | Remote - US | Remote - Canada
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