Jobs in the United States

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Manager, Knowledge Management
Fiserv Solutions LLC
Berkeley Heights, NJ
As a Manager, Knowledge Management, you will lead day-to-day operations and continuous improvement for Knowledge Operations within Knowledge and Information Services at Fiserv. You will…
Added 1 min ago
Finance Manager - Treasury and Capital Management
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Houston, TX
Assist with projecting future financial needs and collaborating with client department and management personnel to prepare long-term financial plans, and other budget and financial reports.
Added 2 mins ago
Case Manager I
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Supportive Housing Case Manager / ** Up to $1500 Retention Bonus **
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- $23 to $25.65 USD / hour
Develop and update action plans, case notes, and other documents related to a client’s file.
Added 2 mins ago
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Director - Built Environment and Infrastructure
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Chicago, IL · Washington, DC
- $170,000 to $185,000 USD / year
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Added 3 mins ago
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Environmental Engineer IV
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- $107,830 to $167,137 USD / year
Engineer-in-Training Certification required before start date
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Medical Office Client Service Representative On Call
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Corvallis, OR
- $20.36 to $28.32 USD / hour
Please note, candidates must have at least 6 months of actual work experience to be considered as equivalent
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Project Manager II
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- $24 to $44 USD / hour
We are looking for a Program Manager II with strong experience in project management, procurement operations, and process improvement. The ideal candidate will have a proven ability to…
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Senior Technical Program Manager (Temporary Assignment)
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- $190,000 to $210,000 USD / year
…multifunctional team of engineers, architects, security, and program stakeholders, managing priorities, dependencies, risks, and milestones to deliver on…
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Product Marketing Manager
SPECTRIO LLC
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Primary Objective: Reporting to the VP of Marketing, the Product Marketing Manager at Spectrio acts as the critical strategic link between Product Management and Spectrio’s GTM engines.…
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Program Manager
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- $25 USD / hour
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Environmental Services Department Manager
Healthcare Services Group, Inc.
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Role: Environmental Services Department Manager
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Program Director
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The Program Director or Program Manager is responsible for the management and the strategic growth of the Wound Care Program for the assigned area of responsibility. This position is…
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Perinatal Coordinator
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High-paced, collaborative team environment emphasizing critical thinking and decision-making, with guidance from the program supervisor/manager. Climate-controlled office environments with…
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Supply Chain Manager III, Amazon Shipping
Amazon.com Services LLC
Tempe, AZ · Nashville, TN · Bellevue, WA
Join Amazon Shipping's dynamic environment as a Senior Supply Chain Manager on the Shipper Experience and Success team, where you will be the operational bridge between Business Development…
Added 6 mins ago
Senior Customer Success Manager, Strategic Account Services-Consumables
Amazon.com Services LLC
Austin, TX · Seattle, WA · Phoenix, AZ
…seeking Customer Success Managers to shape the future of the program and drive business growth for some of the most influential Sellers and Brands on the Amazon Store. CSMs ensure program…
Added 6 mins ago
Senior Customer Success Manager, Strategic Account Services-Hardlines
Amazon.com Services LLC
Tempe, AZ · Austin, TX · Seattle, WA · Arlington, VA
…seeking Customer Success Managers to shape the future of the program and drive business growth for some of the most influential Sellers and Brands on the Amazon Store. CSMs ensure program…
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Project Coordinator
Katalyst Data Management
Houston, TX
The Project Coordinator is responsible for coordinating the technology delivery to the client through existing defined Projects. They will work closely with the Project or Program Manager…
Added 7 mins ago
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Behavioral Health Technician (35527)
ODYSSEY BEHAVIORAL GROUP
Deerfield Beach, FL
- $18 to $19 USD / hour
Our residential treatment program provides hope for clients suffering from mental health and substance use disorders, helping them ensure sustained recovery. Located in beautiful Deerfield…
Added 7 mins ago
Case Manager (35456)
ODYSSEY BEHAVIORAL GROUP
Levittown, PA
The Care Manager is a core member of the collaborative care team that includes therapists, psychiatrists, and ancillary support staff. The overall responsibility of the Care Manager is to…
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Office Manager (35481)
ODYSSEY BEHAVIORAL GROUP
Bethlehem, PA
The office manager assists the treatment program in daily functions around scheduling, making phone calls, and client care. This position is responsible for ordering and distributing…
Added 9 mins ago
Program Manager II (Non-Technical)
Strategic Management Solutions, LLC.
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Must have a Real ID driver's license
Added 10 mins ago
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Targeted Case Manager
THRIVE Wellness and Recovery Inc
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- $19.5 USD / hour
Support and assist the Director and designees with relevant program responsibilities related to program and department needs, Narcan distribution, value-based initiatives, and attend…
Added 10 mins ago
Rev Cycle Medical Records Case Mgr
Natera
Remote, United States
The Revenue Cycle Medical Records Case Manager will support documentation of medical necessity by facilitating medical records (MR) collection and client outreach, by offering expert review…
Added 10 mins ago
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Customer Support Manager
AECOM
Rocky Hill, CT
- $80,000 to $95,000 USD / year
…planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact…

AECOM

Customer Support Manager

Rocky Hill, CT, United States

$80,000 to $95,000 USD / year

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Job details

Pay: $80,000 to $95,000 USD / year
Experience: BA/BS + 6 years of related experience or demonstrated equivalency of experience and/or education
Posting language: English
Posted: Nov 13, 2026

Original job description

Company Description Work with Us. Change the World. At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations. There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world. We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

AECOM is seeking a highly qualified, Customer Support Manager to lead the CTrides customer support center. This role will primarily be a remote position, with the caveat that training will be in person, and the team may be required to attend in person meetings and trainings in the office and the remote work is subject to change. The role centers on three things: developing the team, controlling the quality of what customers get, and making the operation work better over time. The Customer Support Manager is accountable for the full customer experience, including training, quality, procedures, scheduling, and service improvement. The goal is a support operation that runs efficiently, meets project and customer expectations, and builds customer satisfaction, loyalty, and retention. The successful candidate will lead the Customer Support team and hold it to clear standards for service quality and accountability. The selected individual will be the point of contact for onboarding and ongoing training so staff know the policies, procedures, and systems and handle customers well. The job responsibilities of the position will include but are not limited to:

Coach and mentor each team member through regular one-on-ones, performance feedback, and clear development goals. Use QA findings and performance data to decide where training and coaching are needed most.
Prepare and lead team meetings, training sessions, performance reviews, and operational updates. Run a structured QA program that reviews a consistent sample of calls, emails, chats, web inquiries, and case documentation against defined service standards.
Maintain the QA scorecard and standards and hold calibration sessions so reviewers score consistently. Review automated responses, including the AI agent and chat automation, and flag errors and gaps for correction.
Track trends in QA scores, customer feedback, and performance metrics, and report findings to leadership. Use what QA turns up to fix problems, whether that means coaching someone, updating training, or correcting the knowledge base.
Work with the Program Director to identify ways to improve support tools, workflows, and automated customer responses, and help set priorities for changes. Give input and help test during system changes and rollouts, and train staff on what’s different afterward.
Own the content of the knowledge base, standard operating procedures, job aids, FAQs, and training materials, and keep it accurate and current. Monitor how the AI agent and chat automation perform with customers and identify where they fall short.
Use Zendesk, databases, reporting tools, and standard office software to track service levels, workload, and quality results. Build a strong understanding of Connecticut transportation programs, services, routes, schedules, and mobility resources. Make sure staff know CTrides policies, practices, and service standards, including how to handle service alerts and disruptions.
Work with transportation providers, partners, and stakeholders to gather, verify, and keep current route, schedule, and service information. Take ownership of escalated and complex customer issues, see them through to resolution, and communicate outcomes clearly to customers and stakeholders.
Support representatives with day-to-day challenges. Provide accurate, courteous support by phone, email, web platforms, and other channels, and step in as a representative when needed.
Build and maintain team schedules with enough staffing to cover service.
Manage workload and resources, and monitor attendance, time-off requests, and schedule changes to protect service levels. Keep accurate records of customer interactions, resolutions, quality reviews, and departmental activity.

Qualifications

MINIMUM REQUIREMENTS:

BA/BS + 6 years of related experience or demonstrated equivalency of experience and/or education
Valid U.S Driver's License and as a condition of employment, must pass AECOM's Motor Vehicle Records Review

PREFERRED QUALIFICATIONS:

7+ years of customer service experience, including at least 2 years in a supervisory or management role leading a customer support team
Experience helping improve support tools, workflows, or knowledge content
Demonstrated experience training, coaching, and developing staff, including running onboarding programs
Demonstrated experience running QA reviews and using the results to improve coaching and processes
Experience with customer support platforms such as Zendesk or similar ticketing and case management systems
Proficiency in Microsoft Office or Google Workspace
Proven experience using management methods and techniques
Familiarity with AI agents or chat automation in a customer service setting.
Awareness of current customer service technology, trends, and applications

Additional Information

Sponsorship for US employment authorization is not available now or in the future for this position
Relocation assistance is not available
Primarily weekday hours. Some weekend work required to support service coverage, QA, and training
Primarily a general office environment, with occasional travel to project or client sites
Ability to lift up to 30 lbs

At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.

About AECOM AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan. AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com. What makes AECOM a great place to work You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community - where you have the freedom to grow in a world of opportunity. As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.

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More about this job

Skills

Customer service
Customer experience
Scheduling
Onboarding
Coaching
Documentation
Zendesk
Office software
Develop staff
Case management
Microsoft Office
Google Workspace
Heavy lifting
Leadership

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Jobs in the United States

Manager, Knowledge Management

Finance Manager - Treasury and Capital Management

Case Manager I

Supportive Housing Case Manager / Up to $1500 Retention Bonus

Director - Built Environment and Infrastructure

Environmental Engineer IV

Medical Office Client Service Representative On Call

Project Manager II

Senior Technical Program Manager (Temporary Assignment)

Product Marketing Manager

Program Manager

Environmental Services Department Manager

Program Director

Perinatal Coordinator

Supply Chain Manager III, Amazon Shipping

Senior Customer Success Manager, Strategic Account Services-Consumables

Senior Customer Success Manager, Strategic Account Services-Hardlines

Project Coordinator

Behavioral Health Technician (35527)

Case Manager (35456)

Office Manager (35481)

Program Manager II (Non-Technical)

Targeted Case Manager

Rev Cycle Medical Records Case Mgr

Customer Support Manager

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Jobs in the United States