Customer Support Manager (Remote)

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it’s a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Customer Support Manager for a Full-Time position.

Job Summary:

The Customer Support Manager shall provide program management services to enable planning, controlling, directing, monitoring, reporting, and managing in a manner consistent with SOW requirements. The Customer Support Manager shall work closely with FWS ePermits team to implement a successful Customer Support strategy for ePermits.

Supervision:

The Customer Support Manager shall receive guidance from FWS personnel and translate that into documentation and work for Contactors under their supervision. The Customer Support

Manager shall manage one technical writer and four front-line Customer Support Specialists. The Customer Support Manager shall provide day-to-day guidance for the contractors under

his/her supervision. The Customer Support Manager shall coordinate with subordinate Contractors to ensure adherence to responsiveness standards of:

• One business day for initial contact to the requestor.
• A total of 3 business days for follow up to resolving tickets with no customer
• response.
• Additional follow up correspondence time frames with customer will be determined based on how many times the customer responds.

The Customer Support Manager shall coordinate with ePermits Product Owner, FWS Tech Team, and permitting program personnel to oversee the creation, editing, and maintenance of documentation by technical writers such as, but not limited to:

• Customer service Qs and As, scripts
• Decision matrices/trees
• Business process and technology usage standard operating procedures
• User manuals/articles
• Public-facing user instructions, news articles, help guides, etc.

The Customer Support Manager shall function as a “power agent” with increased understanding of ticket resolution and be able to assist subordinate Customer Support Specialists with questions and issues. The Customer Support Manager shall highlight any concerns and recommend solutions to FWS within 24 hours of identification. The Customer Support Manager shall address solve problems and address issues of subordinate contractors and escalate to FWS only when they are unable to resolve the issue.

Reports:

The Customer Support Manager shall prepare and submit draft the initial Weekly Program Management Report within two weeks of the contract award. The report will be reviewed and approved by government for ongoing use. The Contractor shall deliver the Weekly Program Management Report on a regular basis no later than the last business day of each week containing a minimum of:

• Tier 1 open and closed actions broken down into types and programs with the average time to resolve.
• Escalated open actions broken down into types and programs.
• Risks, Issues, and Opportunities.
• Potential trends and/or Recommended Solutions.
• Auxiliary projects.
• Status of documentation development.
• Quality Control Evaluations
• Additional written reports may be required.

Quality Control Plan:

The Customer Support Manager shall prepare and submit a Quality Control Plan for Customer Support Specialists support within two weeks of the contract award. The plan will be reviewed

and approved by government for ongoing use. The plan will identify and define quality standards applicable to work performed. The Contractor shall describe the application and measurement of quality standards. The plan will be executed in order to provide quality checks on the agents for the Quality Control Report. Additional written reports may be required.

Team Meetings:

The Customer Support Manager shall coordinate and attend a weekly sync meeting with FWS no later than the last business day of each week and ad hoc upon the Service’s request. Status updates and specific topics covered in the sync may vary week to week based upon the needs of the customer support team and FWS.

Training:

The Customer Support Manager shall ensure all Contractors under their supervision receive appropriate training in ServiceNow to be able to effectively use ePermits to perform day-to-day

tasks The Contractor is responsible for confirming training has been completed according to agency policies, including initial training and any annual or refresher training.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission—to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity/Affirmative Action Employer, including Vets and Disabled. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

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