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Shift Manager
Arby's
ALIQUIPPA, PA
You will help operate the restaurant on a day-to-day basis as a Shift Manager. You will help the management team, ensuring that every shift operates smoothly. You’ll also help team members…
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Field Service Technician - Milton Rents
Milton Rents
Ithaca, NY
- $27.5 to $37.5 USD / hour
Reports daily to the service manager and branch manager with workflow and schedule.
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Intern - Operations Planning & Optimization
PODS
Clearwater, FL
- $25 to $30 USD / hour
…Storage Centers, while delivering best-in-class safety and customer experience. The Operations Planning team steers that through reporting and analysis, capacity planning, and ownership of…
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Accounts Receivable/Cash Applications Specialist
Venturi Supply LLC
Fort Worth, TX
- $27 USD / hour
…deliver the critical materials, custom solutions, and reliable service our customers depend…
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Branch Sales Associate
Watsco Inc.
Fayetteville, NC
In the Branch Sales Associate role, you will be the face of our branch, providing exceptional customer service, product knowledge, and support to HVAC/R professionals and contractors who…
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Wireless Retail Sales Associate - W2312
OSL Retail Services Inc
ROANOKE, VA
- $18.5 USD / hour
Deliver a five-star customer service, finding the perfect solutions for every customer
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Wireless Retail Sales Associate - W2199
OSL Retail Services Inc
SAINT CLAIRSVILLE, OH
- $17 USD / hour
Deliver a five-star customer service, finding the perfect solutions for every customer
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OR
Wireless Retail Sales Associate - W1523
OSL Retail Services Inc
GLEN ALLEN, VA
- $18 USD / hour
Deliver a five-star customer service, finding the perfect solutions for every customer
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Wireless Retail Sales Associate - W2522
OSL Retail Services Inc
ESCANABA, MI
Deliver a five-star customer service, finding the perfect solutions for every customer
Added 1 min ago
Supv, Retail Operations, Tucson AZ Deseret Industries
Church
Tucson, AZ
Supervise logistics of the donation center including supplies, product flow, staffing, heavy equipment, and customer service.
Added 1 min ago
Facilities Quality & Standards Senior Manager - Travel
Aramark
Dallas, TX
Must have an ability to manage multiple projects and assignments in a diverse environment with a focus on client and customer service
Added 2 mins ago
Maintenance Technician
Denton Floyd Real Estate Group
Jeffersonville, IN
Possess dynamic attitude, superior customer service, verbal communication, and follow up skills.
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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…
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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.
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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.
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Assistant Project Manager
Actalent
Newburyport, MA
- $35 to $44 USD / hour
subject to specific elections, plan, or program terms. If eligible, the benefits
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029 Bakery Manager
Ingles Markets, Inc.
Piedmont, SC
…comes from greeting customers with a smile and offering helpful service. Join a company that values leadership, safety, and customer satisfaction. Ingles is committed to your growth,…
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Manufacturing Manager
Actalent
Philipsburg, PA
- $80,000 to $120,000 USD / year
Job Title: Manufacturing ManagerJob DescriptionThe Manufacturing Manager leads all aspects of the Metal Injection Molding (MIM) manufacturing operation, ensuring on-time delivery, high…
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A
Project Manager
Actalent
Milwaukee, WI
- $50 to $60 USD / hour
Project Manager - needs to be located in Milwaukee/Madison, Wisconsin Job DescriptionWe are seeking two project managers to join our team on a temporary basis to support commercial fire and…
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Universal Banker
PSB BANK
New Melle, MO
The Universal Banker has both new account representative and customer service representative duties. This banker is responsible for providing courteous assistance to new and established…
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Store Manager
David's Bridal
Greenville, SC
As the Store Manager you will build and retain a high performing team, create a consistent environment of world class customer service, and exceed sales plan. You are adynamic, attentive,…
Added 4 mins ago
Doctor's Technician
Stanton Optical
West Palm Beach, FL
…retail team. In this position, you will provide outstanding customer service to all patients while facilitating sales and fostering a strong partnership between our retail and clinical…
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Sr Associate Product Manager - Customer Marketing
McCormick & Company
HUNT VALLEY, MD
We are looking to hire a Sr. Associate Customer Marketing Manager immediately in a Hybrid (50/50) capacity at our Global Headquarters in Hunt Valley, Maryland.
Added 5 mins ago
Helper Residential
WM
Hobbs, NM
Immediately reports all unsafe situations or service related issues to Operations Manager or Dispatch.
Added 5 mins ago
Clinical Operations Manager
BEACON BEHAVIORAL SUPPORT SERVICES
Linwood, NJ
· Experience with spreadsheets, reporting, office administration, customer service, project coordination, or technology is a plus.

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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