Customer Support Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Manager based in United States. As a Customer Support Manager, you will lead a customer support team serving state and local government organizations through mission-critical GovTech SaaS solutions. You will shape support operations, develop high-performing professionals, and establish standards that improve responsiveness, ownership, and customer satisfaction. The role combines people leadership, operational management, data analysis, process improvement, and customer advocacy. You will oversee case intake, prioritization, escalations, resolution, and cross-functional collaboration with Product, Engineering, Implementation, and Customer Success teams. You will use support data and emerging technologies, including AI, to identify recurring issues, improve self-service, and increase operational efficiency. Your insights will help leadership understand customer needs, product trends, operational risks, and opportunities for continuous improvement. This is an opportunity to build a scalable, customer-focused support organization while contributing to technology that helps governments serve their communities more effectively.