Jobs in the United States

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Added just now
Operations/Technical Program Manager, Huntsville, AL
Serco USA
Huntsville, AL
Are you an Operations/Technical Program Manager that can keep some of the nation’s most specialized range instrumentations ready for the next mission, then Serco has your next mission.
Added just now
Security Manager, Huntsville, AL
Serco USA
Huntsville, AL
Are you a Program Security Manager and ready to lead a mission where operational readiness, technical delivery, and disciplined program execution matter every day.
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Retention Marketing Manager, Subscriptions
Cricut
South Jordan, UT
Cricut is looking for a Marketing Manager to lead retention of our subscriber base. Retention is one of the biggest levers we have to grow our subscription business, and this role owns it…
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Senior Recruiter
RONCELLI INC
Sterling Heights, MI
Driver's License: Valid driver's license required
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Test & Inspection Department Manager
Pye-Barker Fire & Safety
Kirkland, WA
A Test & Inspection department manager oversees the company’s organizational processes and adds improvements to it. The Manager position is responsible for the overall day-to-day activities…
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CS
Construction Project Manager
CEI Services
Remote, United States
- $125,000 to $160,000 USD / year
You must have the ability to drive and have proper licensing
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Assistant Project Manager
Rosendin Electric, Inc
United States
The Assistant Project Manager is an entry-level project management position and is expected to learn and develop competency in the Essential Duties and Responsibilities. In addition, the…
Added just now
Assistant Project Manager
Rosendin Electric, Inc
United States
The Assistant Project Manager is an entry-level project management position and is expected to learn and develop competency in the Essential Duties and Responsibilities. In addition, the…
Added just now
RE
Assistant Project Manager
Rosendin Electric, Inc
United States
- $79,600 to $104,500 USD / year
The Assistant Project Manager is an entry-level project management position and is expected to learn and develop competency in the Essential Duties and Responsibilities. In addition, the…
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Clinical Manager
Life Flight Network
Hilo, HI · Waimea, HI · Kailua-Kona, HI
Maintains licensure and certification required for Paramedic or Nurse for assigned location in accordance with LFN policy
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01980 Inside Sales
SBH
Santa Clarita, CA
…searching for passionate beauty lovers that want to help our customer through their beauty experience. Whether assisting with hair color, cosmetics, skin care, or nails, we want you to be…
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HVAC Cooling Customer Engineer - Meridian
Vertiv
Meridian, MS · Jackson, MS
…continuous communication with Area/District Offices, and direct…
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Experiential Learning Manager
Lexington Public Library
LEXINGTON, KY
Must have a valid driver’s license, with a safe driving record and reliable transportation
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MW
Assistant Sales Manager
MY WIRELESS
Pearland, TX
- $26,500 to $51,500 USD / year
My Wireless Assistant Retail Store Manager, your ability to assist and support the Retail Store Manager in coaching and leading your team members to provide the best customer experience and…
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…searching for passionate beauty lovers that want to help our customer through their beauty experience. Whether assisting with hair color, cosmetics, skin care, or nails, we want you to be…
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Finance Manager - Treasury and Capital Management
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Houston, TX
Demonstrated customer service skills; ability to establish and maintain effective working relationships with employees, internal and external stakeholders.
Added 1 min ago
RB
Construction Project Manager
Ragnar Benson, LLC
Remote, United States
- $125,000 to $160,000 USD / year
You must have the ability to drive and have proper licensing
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BN
Production Manager
Bodycote North America
Vernon
- $115,000 to $120,000 USD / year
· Must possess ability to ensure compliance of company rules as established by Corporate and the General Manager · · Must have good computer skills
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Housekeeper Part time Second shift
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Geneva, IL
- $17.05 to $23.87 USD / hour
- Part-time
…the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation…
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IT Support Specialist
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Commissioning Manager
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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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Work requirements

Jobs in the United States