Customer Support Manager at NuAxis Innovations

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:

We are seeking a Customer Support Manager to lead a team of customer support specialists in providing high-quality assistance for the ePermits platform. The ePermits platform is based on ServiceNow and facilitates permit application processes for various wildlife conservation laws. The manager will be responsible for overseeing day-to-day operations, ensuring adherence to performance standards, and improving customer experience.

Key Responsibilities:

• Manage a team of customer support specialists and technical writers, providing day-to-day guidance and support.
• Oversee the implementation and management of a tiered support system to ensure efficient ticket resolution and customer satisfaction.
• Coordinate with the FWS ePermits Product Owner, Tech Team, and permitting program personnel to create, edit, and maintain documentation.
• Ensure all team members are trained in using ServiceNow and other relevant tools.
• Prepare and submit weekly program management and quality control reports.
• Address and resolve issues escalated by team members and highlight any concerns to FWS within 24 hours.
• Facilitate support team meetings and training sessions.

Qualifications:

• Bachelor’s degree in a relevant field or equivalent work experience.
• Minimum of 4 years of experience in customer support management, preferably within a government or IT setting.
• Proficiency in ServiceNow platform and Microsoft Office Suite.
• Excellent communication skills and the ability to manage a team effectively.
• Strong problem-solving skills and attention to detail

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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