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Added 27 mins ago
Gestionnaire de boutique éphémère (contrat) / Pop-up Manager (contract)
Mine & Yours
Montreal, QC
Full-time
Assurer le bon fonctionnement des opérations de la boutique
Added 27 mins ago
Seasonal Team Leader, Pacific Centre
Saje Natural Wellness | Retail
Vancouver, BC
Contract
…there. </p><h3><br>The impact you'll make:</h3><p>Reporting to the Store Manager, Retail Team Leaders drive our mission first-hand with our customers: you connect people to the healing…
Added 42 mins ago
Corporate Parts Manager
Westerra Equipment
Abbotsford, BC
Full-time
Grow Parts Revenue. Improve Margins. Own the Execution.
Added 56 mins ago
Supply Chain and Planning Manager
Schneider Electric
AB · Edmonton, AB
$114,750 to $162,000 CAD / year
Full-time
Join us as our Supply Chain & Planning Manager and help ensure the right materials are available at the right time to support our customers and operations.
Added 56 mins ago
Murex Integration Delivery Lead
Accenture
Toronto, ON · Montreal, QC
Full-time
…other organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance citizen services - creating tangible value at speed and scale. As part of our…
Added 56 mins ago
Part-Time Assistant Manager - 12 Month Contract
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Part-time
Assist with managing your theatre’s budget and growing revenue.
Added 1 hour ago
Patient Food Service Supervisor, Part Time
Compass Group Canada
Hamilton, ON
Part-time
Learn from and assist the Shift Manager to resolve labor relation issues, track and produce reports on weekly inventories, sales revenue, labor and food cost.
Added 1 hour ago
Vendor Relations Associate - Volunteer Services
St. Joseph's Health Care London
London, ON
Contract
Through collaboration with vendors, volunteers, department staff and community partners, the role supports revenue generation, customer experience, and operational effectiveness. In…
Added 1 hour ago
Salesforce Business Analyst II
University of British Columbia
Vancouver, BC · UBCV | The Leonard S. Klinck Building (LSK)
$7,158.42 to $10,292.25 CAD / month
Full-time
…systems. Unreliable systems and code errors that disrupt the operations of these system, or failure to meet contractual obligations for performance and availability will damage the…
Added 1 hour ago
Gérant(e)/Theatre Manager - Cineplex Kirkland
Cineplex
Kirkland, QC · CLSM Kirkland
Full-time
Maintaining the seamless operation of all Amusement, Food and Beverage, Guest Service and Retail operations within the venue.
Added 2 hours ago
Machining Production Manager
Safran
Mirabel, QC
Full-time
The manager is responsible for all operations of a value chain to ensure performance in terms of delivery, production, efficiency, quality, and health, safety, and environment (HSE). Under…
Added 2 hours ago
Production Manager - Finishing
Safran
Mirabel, QC
Full-time
The manager is responsible for all operations of a value chain to ensure performance in terms of delivery, production, efficiency, quality, and health, safety, and environment (HSE). Under…
Added 2 hours ago
Manager, Integrated Marketing & Creative Services (Temporary)
Sheridan College
Oakville, ON
Temporary
Reporting to the Director, Marketing & Brand Strategy, the Manager, Integrated Marketing & Creative Services provides strategic leadership for Sheridan's integrated marketing portfolio.…
Added 2 hours ago
General Manager
CPG Executive Search Inc.
Grimsby, ON
Full-time
A well-established Canadian manufacturer of packaged concrete, mortar, and cement products is searching for a General Manager to own the P&L of the entire business and drive margin growth.
Added 2 hours ago
Digital Account Manager
Odyssey Global
Toronto, ON
Full-time
…You will be the primary link between client partners and Ad Operations - managing workflows, delivering insights, and driving campaign…
Added 2 hours ago
Assistant Fairmont Gold Manager
AccorHotel
Banff, AB
Contract
Reporting to the Director of Fairmont Gold, the Assistant Fairmont Gold Manager oversees the daily Fairmont Gold operation and serves as the department’s operational leader in the…
Added 2 hours ago
Area Manager - Merchandising
Neptune Retail Solutions
Remote, Canada
Full-time
Neptune Retail Solutions is currently seeking a entrepreneur-minded individual for the position of Area Manager. This position is field based, working from a home office, overseeing the…
Added 2 hours ago
Accounting Manager
Aspen Custom Trailers Inc.
Leduc, AB
The Accounting Manager is responsible for leading the financial and accounting operations of a growing North American trailer manufacturing company with operations in both Canada and the…
Added 2 hours ago
Regional Portfolio Manager - Edmonton
Strategic Group
Edmonton, AB
Reporting to the Vice President, Property Management, the Regional Portfolio Manager provides leadership across the portfolio, with a focus on occupancy, renewals, revenue, collections,…
Added 2 hours ago
Regional Portfolio Manager - Calgary
Strategic Group
Calgary, AB
Reporting to the Vice President, Property Management, the Regional Portfolio Manager provides leadership across the portfolio, with a focus on occupancy, renewals, revenue, collections,…
Added 2 hours ago
Director of Finance
MacKay Contracting
Cranbrook, BC
You will work closely with the COO, CEO, General Manager, Operations, Estimating and Equipment teams. You will lead the Corporate Controller and help build the finance team, systems and…
Added 2 hours ago
Inside Sales Expert - West
Weidmuller Ltd
Calgary, AB
$60,000 to $70,000 CAD / year
Full-time
…matters. By coordinating with internal teams across Sales, Operations, Supply Chain, Product Management, and Client Relation, the Internal Sales Specialist ensures complete ownership and…
Added 2 hours ago
Senior Property Administrator
OMERS
Toronto, ON · Head Office Toronto
Full-time
We are a leading global real estate investor, developer and manager. We combine our capital with our capabilities to create real estate that strengthens economies and communities. By…
Added 2 hours ago
Business Development Manager
Fire safety and protection LLC
Ottawa, ON
$75,000 to $95,000 CAD / year
Full-time
The Business Development Manager is responsible for driving revenue growth through proactive customer acquisition, strategic partnership development, and coordination of marketing…
Added 2 hours ago
Director, Digital Marketing & Web Experience
Varicent
Toronto, ON
You’ll have the opportunity to shape the function - leading a Senior Manager of Digital Marketing and Senior Web Developer, partnering with specialized agencies, and working closely with…

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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