Manager of Support Services (Charlotte, US)

Manager of Support Services (Charlotte, US)

About the Role:

As the Manager of Support Services at Passport, you will be at the center of providing an exceptional client and internal customer experience, and you’ll do this in our incredibly fast-paced, exciting, and constantly changing environment. You will lead the team of specialists responsible for answering client and customer inquiries about our products.  As such, you will be at the heart of managing our growth objectives and essential to daily operations contributing to our long-term strategy. You and your team will set the precedence of the client experience and communications, while partnering closely with Client Success, Engineering, Product, and Sales teams. You’ll ensure strong relationships and satisfaction with our clients and ensure their ongoing experience with Passport is top notch.


  • Lead and manage a support staff which promotes a world-class client experience which isn’t experienced in any other competitive space.
  • Drive service maturity through continual service improvement, automation first mentality and aligning to a Service Management maturity model and plan.
  • Manage and refresh our internal employee onboarding processes and request fulfillment as it relates to operations focus areas.
  • Responsible for Incident, Problem, and Knowledge management of both internal and external stakeholders and customers as it relates to product support related cases.
  • Responsible for employee development planning and career pathing throughout the Support Services team.
  • Leading and inspiring teams of specialists that support clients and customers with any product challenges they encounter, managing case pipeline, and consistently guiding your teams to deliver outstanding resolution experiences
  • Coaching and developing your teams to successfully predict challenges based off of case data, share feedback with product and development teams, all while appropriately navigating internal/external barriers to close cases successfully and on time
  • Establishing a culture of excellence, learning, and regular best practices sharing within support
  • Understanding client needs and challenges, and communicating effectively with all stakeholders (including external customers and internal teams such as Sales, Client Success, Product, and Development) to resolve cases
  • Creating and providing regular reporting against key performance indicators (e.g. metrics for customer satisfaction, operating efficiency, and product quality) and leveraging data from case submissions to provide insights to the broader team about client and customer challenges; escalating key trends to the development team for immediate resolution
  • Documenting key workflows, handoffs, and case resolutions in our systems of record and ensuring that documentation stays relevant and up-to-date
  • Monitor the escalation of cases and highlight critical situations with a sense of urgency to appropriate teams; factor in client timelines while balancing internal constraints
  • Assess current systems, best practices, quality, service and manage improvements to ensure operations stays in line with growing Business needs
  • Making tough decisions “on the fly”, with guidance as needed, as you manage client/customer relationships and internal stakeholders
  • Manage staffing workflow to increase efficiency
  • Spot checking individual rep communication quality and calibrate on the fly
  • Participate in or initiate strategic and tactical policies, workflow and performance standards

Key Competencies:

  • Customer focus
  • Manages complexity
  • Action-Oriented
  • Drives results
  • Builds Effective Teams
  • Situational Adaptability


  • Previous experience scaling a group or team (both in staffing and process) is a necessity
  • Experience in the consolidation and management of systems & tools within an enterprise environment
  • SaaS company experience is ideal
  • At least 8 years of professional experience required
  • 5+ years leading a technical support team required
  • 5 + years of experience providing technical support to end user/client required
  • Strong technical background, understanding coding is a plus
  • Process and problem-solving mindset
  • Continuous improvement mindset
  • Superior resource, planning, and time management skills
  • Excellent organizational and communication (written, verbal, and listening) skills
  • Keen attention to detail
  • Bachelor’s degree is strongly preferred

About You:

Simply put, you have it all together - people enjoy working with you, your team respects you, your clients are regularly impressed by you, you have strong technical capabilities, and you can juggle it all. You know the ins and outs of managing large case volumes, and you take tremendous pride in fully understanding the businesses you support.  You are not afraid of challenging situations and know how to navigate carefully during challenging client conversations. You constantly set the bar high with your daily work and your project portfolio, and then raise the bar higher for both you and your team. You have a propensity towards continuous improvement and love to figure out the scalable solution.  You thrive in a constantly changing, fast-paced environment. You can balance short and long term objectives. You own the details. You are always thinking a few steps ahead. You listen, collaborate, take note of alternate viewpoints, and implement the best solutions. You can communicate with the best by being clear, concise, and listening. 

You read the books, you’ve followed the blogs, and as someone committed to striving for the best, you’re excited to contribute to Passport’s amazing growth goals by leading the technical and customer support teams.

About Us:

Passport is transforming mobility management for cities, empowering them to create more livable and equitable communities. Passport’s mobility platform enables clients to digitally coordinate all modes of transportation and implement real-time, data-centric management of their curbside and street space through its enterprise software. Trusted by nearly 600 cities, universities and agencies, including Chicago, Toronto, London, Los Angeles, and Miami.

Apply for this job
End date
Saturday, August 10, 2019 12:00 AM
  • Join our community for FREE today!

  • Create and share your own profile

  • Join the discussions

  • Publish your own items

  • Subscription to our Weekly eNewsletter

your benefits?

Get connected with Mass Transit Professionals Worldwide

Create your account

Sign in with LinkedIn Close

FREE membership benefits

  • * create and share your own profile
  • * join the discussions
  • * publish your own items on Mass Transit Networkmanage news, jobs, tenders, companies, events, showcases, educations, associations and literature.
  • * subscribe to our weekly eNewsletter
Add a job yourself