Jobs in the United States

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Senior Recruiter
RONCELLI INC
Sterling Heights, MI
Driver's License: Valid driver's license required
Added just now
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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O
Medical Office Manager/Northwest Austin Clinic - Texas Orthopedics (2734)
ORTHOLONESTAR
Austin, TX
- $41,600 to $74,980 USD / year
Must possess outstanding interpersonal skills and be capable of dealing with medical and administrative staff, patients and the public · Must have full range of motion
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Government Affairs Associate
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Washington, DC
Low Earth orbit is open for business. Varda is accelerating the development of commercial space infrastructure, from in-orbit pharmaceutical processing to reliable and economical reentry…
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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…
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Clinical Manager
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Hilo, HI · Waimea, HI · Kailua-Kona, HI
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HVAC Cooling Customer Engineer - Meridian
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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
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- $26,500 to $51,500 USD / year
Assist the Retail Store Manager in the development, training, and management of team members
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Finance Manager - Treasury and Capital Management
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Houston, TX
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CO
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The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:
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Foundation Giving Specialist
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The ideal candidate is a skilled fundraiser, relationship builder and project manager who understands the importance of collaborative partnerships and can effectively engage foundation and…
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Neighborhood Engagement Manager
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Milwaukee, WI
Position Overview: The Neighborhood Engagement Manager will lead and implement a community development strategy that engages the construction team, future Habitat homeowners, and current…
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Commissioning Manager
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Atlanta, GA
Skanska is searching for a dynamic Commissioning Manager. This is a great opportunity to start a career with a company that builds things that matter and values its team. We are proud to…
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Finance Manager
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Asheville, NC
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Leasing Agent - PIP
Cambridge Management Inc.
Jacksonville, FL
- $18.63 USD / hour
Must have excellent computer skills and have industry software experience
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Supportive Housing Case Manager / ** Up to $1500 Retention Bonus **
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Tacoma, WA
- $23 to $25.65 USD / hour
…responsible for providing case management services and life skill development for homeless individuals and…
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Transmission Maintenance Specialist I or II
Otter Tail Corporation
Fergus Falls, MN
This position reports to Manager Engineering I, Transmission.
Added 2 mins ago
OT
Energy Efficiency Technical Specialist
Otter Tail Corporation
Fergus Falls, MN
- $76,000 to $105,000 USD / year
…engineering analysis, measurement and verification (M&V), and program management support of conservation, energy efficiency, demand-side management (DSM), electrification, and load…
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Director - Built Environment and Infrastructure
Control Risks
Chicago, IL · Washington, DC
- $170,000 to $185,000 USD / year
Consulting: Act as project manager and technical lead on assignments, taking ownership of complex physical and electronic security risks and translating client priorities into practical…
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Water Damage Repair Technician
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- $20 to $28 USD / hour
…we will pay for you to get trained by International Training Program only for mitigation professionals. You will be able to sell your skills and advance in a rapidly growing…
Added 2 mins ago
Assistant Store Manager
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…embraces diversity, fosters collaboration, and prioritizes your development. Whether you’re working in our four global Home Offices, Distribution Centers or Retail Stores - TJ Maxx,…
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Store Manager
TJX Companies
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…Assistant Managers. Act as a role model and provide individualized development for Assistant Store Managers to ensure their readiness for promotion to Store Manager…
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TC
Sourcing Manager
TJX Companies
Framingham, MA
- $95,800 to $122,100 USD / year
Participate in development meetings with Product Development and Buying teams to align on program goals.
Added 2 mins ago
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Teller/Customer Service Miami Gardens North
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Miami Gardens, FL
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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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Jobs in the United States

Senior Recruiter

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Energy Efficiency Technical Specialist

Director - Built Environment and Infrastructure

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Assistant Store Manager

Store Manager

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Jobs in the United States