Jobs in the United States

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Inside Sales Supervisor
Cintas
Mason, OH
Cintas is seeking an Inside Sales Supervisor. Responsibilities include providing support to manager with daily operation of Inside Sales team to ensure a high level of activity and sales…
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Automotive Retail Assistant Manager
Belle Tire
Grand Blanc, MI
As an Assistant Manager at Belle Tire, you support the Store Manager in leading daily operations to achieve sales, profitability, and customer satisfaction goals. You play a key role in…
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Universal Television Entertainment Digital, Creative & Design Internships – Summer 2027
NBCUniversal
New York, NY
- $19 USD / week
Beyond your day-to-day role, you’ll take part in a thoughtfully designed program focused on career development, building your professional presence, and growing your workplace confidence.…
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Physical Therapist PRN
Concentra
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Participate in professional development by attending center meetings and outside educational seminars
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Sales Manager I
BANK INDEPENDENT
Russellville, AL
The Sales Manager I is an energetic, accountable, knowledgeable servant leader who has the proven ability to nurture relationships and promote sales growth. The Sales Manager I works to…
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Brand Advertising Production Specialist
Subaru
Camden, NJ
- $76,000 to $90,000 USD / year
Assists Brand Advertising Manager with planning, development, budgeting, and production of Subaru television (TV) commercials, digital video commercials, integrated media campaigns, and…
Added 1 min ago
Project Director
PCL Construction
Houston, TX
Career growth pathways, leadership development and mentorship programs
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Field Service Technician - Milton Rents
Milton Rents
Ithaca, NY
- $27.5 to $37.5 USD / hour
Milton Rents offers challenging career opportunities, extensive training, and employee development along with an opportunity to grow your career and thrive under our reputation for…
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Director, National Retail
Girl Scouts of the USA
New York, NY
…Operations. The work spans e-commerce, retail and wholesale, product development, licensing and partnerships, financial planning and analytics, and the iconic Girl Scout Cookie Program.…
Added 1 min ago
Operations Manager
MINIAT HOLDINGS LLC
South Holland, IL
The Operations Manager leads the day-to-day execution of all manufacturing operations at the South Holland facility. Reporting to the Senior Director of Operations, this role leads the…
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Branch Sales Associate
Watsco Inc.
Fayetteville, NC
Tuition Reimbursement and Professional Development Opportunities
Added 2 mins ago
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Wireless Retail Sales Associate - W2312
OSL Retail Services Inc
ROANOKE, VA
- $18.5 USD / hour
…perfect for outgoing tech enthusiasts who thrive on exceptional customer experiences and selling cutting-edge mobile…
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Wireless Retail Sales Associate - W2199
OSL Retail Services Inc
SAINT CLAIRSVILLE, OH
- $17 USD / hour
…perfect for outgoing tech enthusiasts who thrive on exceptional customer experiences and selling cutting-edge mobile…
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Wireless Retail Sales Associate - W1523
OSL Retail Services Inc
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- $18 USD / hour
…perfect for outgoing tech enthusiasts who thrive on exceptional customer experiences and selling cutting-edge mobile…
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Wireless Retail Sales Associate - W2522
OSL Retail Services Inc
ESCANABA, MI
…perfect for outgoing tech enthusiasts who thrive on exceptional customer experiences and selling cutting-edge mobile…
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Assistant Studio Manager
AFG HoldCo LLC
Scottsdale, AZ
The Assistant Studio Manager is responsible for supporting daily and weekend studio operations to ensure exceptional member experience at every touchpoint within Austin Fitness Group (AFG)…
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Supv, Retail Operations, Tucson AZ Deseret Industries
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Tucson, AZ
The Supervisor, Retail Operations leads operation functions training and development of store associates, store openings and closures, and performance management. Interfaces with public to…
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Facilities Quality & Standards Senior Manager - Travel
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Facilities Quality & Standards Senior Manager provides leadership, support and consultative services to develop and improve new and existing Aramark Facilities programs and tools. Provides…
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Customer Success Manager
Everpure
Lehi, UT · Raleigh, NC · Santa Clara, CA · NC
As a Customer Success Manager (CSM) at Everpure, you will act as a trusted strategic advisor to our MSP and GSI accounts. Your focus will be on driving value realization and adoption across…
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Digital Product Marketing Manager, USP–NF (REMOTE)
USP
Rockville, MD
- $101,042 to $142,429.5 USD / year
USP is seeking a Digital Product Marketing Manager to own and scale the email and lifecycle marketing engine behind our online subscription products, including USP–NF. You will set strategy…
Added 3 mins ago
Manager, Resource Planning
CareMetx
Remote, United States
While reporting to the Vice President – Business Optimization, the Manager, Resource Planning will lead a team responsible for forecasting, staffing modeling, scheduling, real-time…
Added 3 mins ago
Per Diem Occupational Therapist
Innovive Health
Salem, MA
Assess and monitor patient vital signs as appropriate and report significant findings to the Rehabilitation Manager and primary care provider.
Added 3 mins ago
Per Diem Occupational Therapist
Innovive Health
Haverhill, MA
Assess and monitor patient vital signs as appropriate and report significant findings to the Rehabilitation Manager and primary care provider.
Added 4 mins ago
Claims Casualty Claims Representative II
GFB
MACON, GA
Maintain high standards of professional conduct while delivering superior customer service.
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GENERAL OPERATIONS MANAGER I - SES - 77000200
State of Florida
TALLAHASSEE, FL
- $65,000 USD / year
Working Title: GENERAL OPERATIONS MANAGER I - SES - 77000200

AECOM

Customer Support Manager (Remote)

Remote, 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 9, 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:

6 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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