Jobs in the United States

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Software Test Engineer
Actalent
Phoenix, AZ
- $50 to $65 USD / hour
A fully onsite option is also available in Cedar Rapids, Iowa, five days per week
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Production Supervisor
Actalent
Woburn, MA
- $80,000 to $100,000 USD / year
…communication with Assembly, Machining, Material Control, Quality, and Engineering groups. The role routinely utilizes computers, smartphones, and Oracle business software systems.…
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Senior Quality Assurance Manager
Actalent
Foster City, CA
- $69 to $80 USD / hour
…execution of complex quality initiatives, enhances Quality Systems and platforms, and ensures alignment with industry standards and best practices. The role collaborates closely with…
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Laboratory Technician
Actalent
Albany, NY
- $20 to $25 USD / hour
Enter test data into laboratory systems and Microsoft Office Suite applications, maintaining complete and organized records.
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Electromechanical Engineer
Ford
Dearborn, MI · Dearborn
This position is hybrid with a requirement to be onsite four or more days per week
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Principal Product & Field Safety Engineer, Ford Energy
Ford
Remote, United States
…emergency response of utility-scale Battery Energy Storage Systems (BESS) across multiple…
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Lead Data Engineer (Lakehouse / Databricks)
Stafford Gray
Lansing, MI
Must live within 90 miles of Lansing, MI at the time of submission and be able to work a hybrid onsite schedule
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PDI Associate
Winnebago Industries Inc
Bristol, IN
Collaborate with other departments, such as production, engineering, and customer service, to address and resolve issues identified during inspections.
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Electronics Test Engineer
Actalent
Merritt Island, FL
- $36 to $43 USD / hour
…documents, analyzes, performs, and interprets tests for products, systems, components, and modifications in coordination with other engineering functions. This role focuses on the…
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Test Engineer
Actalent
Merritt Island, FL
- $36 to $43 USD / hour
…documents, analyzes, performs, and interprets tests for products, systems, components, and modifications in coordination with other engineering functions. This role focuses on the…
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Controls Engineer - Systems Integrator
Actalent
Edgemere, MD
- $48 to $76.92 USD / hour
Job Title: Controls Engineer - Systems IntegratorJob DescriptionJoin our dynamic systems integration team as a Controls Engineer, where you will play a pivotal role in designing,…
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Antenna Test Engineer
Actalent
LINTHICUM HEIGHTS, MD
- $43.27 to $76.92 USD / hour
…automated test solutions for advanced phased array antenna systems within a mission-focused test engineering organization. This role combines software development with hands-on work in RF…
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Program Manager Non Tech 5
Actalent
Sandston, VA
- $75 to $85 USD / hour
…datacenter utility power infrastructure projects, managing engineering scope, schedule, and budget for greenfield, brownfield, and retrofit initiatives. The Program Manager leads internal…
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Electrical Engineer
Actalent
Indian Head, MD
- $100,000 to $170,000 USD / year
…environment. This position provides expert guidance in electrical engineering, hazard analysis, process safety management, and risk mitigation, while collaborating closely with…
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Senior Scientist
Actalent
Frederick, MD
- $62 to $75 USD / hour
…calibration and maintenance, laboratory documentation, and quality…
Added 1 min ago
HR & Talent Acquisition Specialist
Design Systems, Inc.
Farmington Hills, MI
Support recruiting efforts for engineering, technical, and professional positions.
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Mechanical Engineer
Actalent
Hagerstown, MD
Work EnvironmentYou will join a growing Mechanical Engineering team that currently includes approximately a dozen engineers and is expected to expand significantly. The role centers on…
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Validation Engineer
Actalent
Raleigh, NC
- $60 to $66 USD / hour
…role focuses on implementing and validating GxP computerized systems within an R&D IT environment. You will apply Computer Software Assurance (CSA) and Computer System Validation (CSV)…
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Energy Marshal
Actalent
Saint George, SC
- $45 to $50 USD / hour
…overseeing the safe and compliant handling of electrical energy systems during construction and commissioning, particularly in complex environments such as data centers. This position…
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Laboratory Assistant
Actalent
Burlington, NC
- $17.75 USD / hour
Maintain accurate records, logs, and data entry within laboratory systems.
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Lab Technologist
Actalent
Burlington, NC
- $23 to $25 USD / hour
Document corrective actions when laboratory systems fall outside established performance standards.
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DC Electronics Inspector
Actalent
Mount Pleasant, PA
- $28 USD / hour
…ensures that products consistently meet quality standards, engineering requirements, and customer specifications throughout the manufacturing process. The position is highly visible on the…
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Data Center Technician 1
Actalent
Mount Pleasant, PA
- $20 USD / hour
Build complex electromechanical assemblies, harnesses, control panels, cabinets, and related systems according to engineering drawings and customer specifications.
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Cybersecurity Engineer Intern (Spring 2027)
Carnegie Mellon University
Pittsburgh, PA
We are looking for a Cybersecurity Engineer intern for the Cyber Mission Readiness directorate at the Software Engineering Institute (SEI). In this role, you will help design and develop…
Added 1 min ago
Senior Robotics Engineer
Carnegie Mellon University
Pittsburgh, PA
Must also have 2 years of experience with: (i) ROS2 and Move-it manipulation environments; and (ii) implementing data engineering tools for simulation and performance evaluation of…

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