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Added 2 mins ago
Maintenance Manager
Sanofi
Toronto, ON
Full-time
The Maintenance Manager is a key leadership role within Engineering & Maintenance (E&M), accountable for the safe, compliant, and efficient execution of site maintenance activities across…
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Portfolio Specialist - Contracts
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Full-time
Drive revenue and gross profit objectives in coordination with the National Services Manager.
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Full-time
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Project Coordinator
Xodus Travel Services Inc.
Windsor, ON
$55,000 to $70,000 CAD / year
Full-time
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Project Manager
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Financial Analyst
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Light Duty Cleaner, 1st shift (On-Call)
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Toronto, ON
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Added 17 mins ago
Medical Office Assistant (MOA) - Urgent and Primary Care Centre (UPCC)
Vancouver Coastal Health
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$27.84 to $29.72 CAD / hour
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Added 17 mins ago
Medical Office Assistant (MOA) - Shellbridge Family Clinic - Casual
Vancouver Coastal Health
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$27.84 to $29.72 CAD / hour
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Added 31 mins ago
Category Manager
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Neptune Technology Group

Sr. Manager, Customer Communication & Support

ON, Canada
Mississauga, ON, L5N 5M9, Canada

Job type: Full-time
Experience: Required Experience: 7+ years of experience in customer support, contact center, or field service coordination, including 3+ years in a people-management role.
Posting language: English
Posted: Sep 29, 2026

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Original job description

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. For additional information, please visit the company website at www.neptunetg.com.

Sr. Manager, Customer Communication & Support

Position Summary

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

At Neptune Technology Group, our values guide how we work, lead, and grow together. The Sr. Manager, Customer Communication & Support will be expected to embody and champion these values every day:

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

#HP1

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More about this job

Responsibilities

The Sr. Manager leads the customer-facing support organization, overseeing appointment scheduling, multi-channel support, and field dispatch operations. They are responsible for developing the team, managing escalations, and ensuring issues are resolved through effective cross-departmental coordination.

Requirements

Candidates must have at least 7 years of experience in customer support or field service coordination, including 3 years in a management role. A bachelor's degree in a related field or equivalent experience is required, along with strong leadership and process-oriented skills.

Skills

People leadership
Coaching
Customer support
Communication
Process design
Workflow improvement
Contact center management
Ticketing systems
Scheduling systems
Field service coordination
Escalation management
Technical support
Data analysis
Problem solving
Relationship management

Visa sponsorship

Not detected in the job text

Keywords

Customer Communication
Support Management
Appointment Booking
Calendar Management
Multi-channel Support
RMA Intake
Field Dispatch
Escalation Processes
Solutions Delivery
Network Maintenance
Utility Data
Contact Center
Ticketing Systems
Scheduling Platforms
AMI
AMR
Metering
Field Service
Utility Operations
CRM
Workforce Management
Revenue Optimization
Operational Efficiency
Neptune 360
Technical Support

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