Sr. Manager, Customer Communication & Support

Sr. Manager, Customer Communication & Support

Neptune Technology Group Inc. is a technology company serving water utilities across North America. Since 1892, we have continually focused on the evolving needs of water utilities revenue optimization, operational efficiencies, and improved customer service. With our portfolio of smart water meters, data collection systems and software, we make data actionable for our customers so they can remain focused on the business of water.

The Sr. Manager, Customer Communication & Support leads Neptune's customer-facing front door, the single coordination point for customers, the public, and field contractors. This role builds and runs a modern support organization that owns issues through to resolution, spanning appointment booking, multi-channel support, RMA intake, and field dispatch.

Key Responsibilities:

• Lead and develop the team responsible for appointment booking, calendar management, and customer scheduling for installation projects
• Own multi-channel customer support across meter, endpoint, software, and Neptune 360 break-fix inquiries
• Manage frontline and tiered T1/T2 escalation processes
• Direct public and community education efforts supporting active installation projects
• Coordinate field contractor support and field dispatch to resolve customer issues efficiently
• Build a support model where issues are owned through resolution. Including diagnosing true root cause and coordinating the right internal teams rather than closing tickets prematurely
• Monitor support volume, response times, and customer satisfaction, and report trends to Solutions Delivery leadership
• Partner closely with Network & Field Maintenance and Utility Data & Systems to resolve technical escalations

Skills:

• Strong people leadership and coaching skills across a customer support team
• Excellent verbal and written communication with customers, contractors, and internal teams
• Process-oriented, with experience designing or improving support workflows
• Calm, solutions-focused approach to escalated or high-pressure customer situations
• Comfortable using contact center, ticketing, and scheduling systems

Qualifications:

Required Education: Bachelor's degree in a related field, or equivalent combination of education and experience.

Required Experience: 7+ years of experience in customer support, contact center, or field service coordination, including 3+ years in a people-management role. Experience in utilities, telecom, or a technical/field-services environment preferred.

Preferred Qualifications:

• Experience standing up or reorganizing a contact center or customer support function
• Familiarity with AMI/AMR metering, field service, or utility operations
• Experience with CRM, ticketing, or workforce/dispatch scheduling platforms

Ways of Working: This is a hybrid position. The Sr. Manager, Customer Communication & Support is expected to work on-site at a Neptune office at least three days per week, with the flexibility to work remotely on the remaining days.

Our Values:

• Own It We are accountable to ourselves and each other. We deliver results and always do what's right.
• Be Humble We roll up our sleeves. We value mutual respect in all our interactions. We are genuine, putting others first.
• Be a Passionate Solver We take pride in solving problems. We are adaptable and continuously learning.
• Win Together We achieve more when individual perspectives come together.

Location: Tallassee, AL | Duluth, GA | Mississauga, ON | Remote US | Remote Canada

Neptune Technology Group Inc. does not sponsor U.S. work authorizations for this position, including H-1B, O-1, and TN. Neptune also does not sponsor individuals in F-1 status for this role