Sr. Manager, Customer Communication & Support

Position Summary

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

Qualifications

• Required 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.
• Our Values
• At Neptune Technology Group, our values guide how we work, lead, and grow together. The Sr. Manager, Customer Communication & Support will be expected to embody and champion these values every day:
• Own It — We are accountable to ourselves and each other. We deliver results and always do what’s right.
• Be Humble — We roll up our sleeves. We value mutual respect in all our interactions. We are genuine, putting others first.
• Be a Passionate Solver — We take pride in solving problems. We are adaptable and continuously learning.
• Win Together — We achieve more when individual perspectives come together.
• Location:
• Tallassee, AL | Duluth, GA | Mississauga, ON | Remote – US | Remote – Canada
• Neptune Technology Group Inc. does not sponsor U.S. work authorizations for this position, including H-1B, O-1, and TN. Neptune also does not sponsor individuals in F-1 status for this role
• #HP1