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Posted: 10/21/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer support teams, utilizing QA findings to enhance training and performance. Proficient in managing support tools and workflows while ensuring adherence to service standards and operational excellence.
Highest-signal resume keywords
Customer Support LeadershipQuality Assurance ManagementTeam Development and CoachingZendesk ProficiencyPerformance Metrics Tracking
About the role
Key responsibilities & impact- Lead the CTrides customer support center and customer support team
- Develop the team through one-on-ones, performance feedback, coaching, mentoring, and development goals
- Use QA findings and performance data to identify training and coaching needs
- Prepare and lead team meetings, training sessions, performance reviews, and operational updates
- Run a structured QA program covering calls, emails, chats, web inquiries, and case documentation
- Maintain QA scorecards and standards and lead calibration sessions
- Review automated responses, including AI agents and chat automation, and flag errors and gaps
- Track QA scores, customer feedback, and performance metrics and report findings to leadership
- Improve support tools, workflows, automated responses, training, and knowledge-base content with the Program Director
- Support system changes and rollouts, including testing and staff training
- Own and maintain the knowledge base, SOPs, job aids, FAQs, and training materials
- Monitor AI agent and chat automation performance
- Use Zendesk, databases, reporting tools, and office software to track service levels, workload, and quality
- Maintain knowledge of Connecticut transportation programs, routes, schedules, and mobility resources
- Ensure staff understand CTrides policies, practices, service standards, alerts, and disruptions
- Coordinate with transportation providers, partners, and stakeholders to verify current service information
- Resolve escalated and complex customer issues and communicate outcomes
- Provide customer support by phone, email, web platforms, and other channels when needed
- Build team schedules, manage workload and resources, and monitor attendance, time off, and schedule changes
- Maintain accurate records of customer interactions, resolutions, quality reviews, and departmental activity
Requirements
What you’ll need- BA/BS + 6 years of related experience or demonstrated equivalency of experience and/or education
- Valid U.S. Driver's License
- Must pass AECOM's Motor Vehicle Records Review as a condition of employment
- 6 years of customer service experience preferred, including at least 2 years in a supervisory or management role leading a customer support team
- Experience improving support tools, workflows, or knowledge content preferred
- Experience training, coaching, and developing staff, including running onboarding programs preferred
- Experience running QA reviews and using results to improve coaching and processes preferred
- Experience with Zendesk or similar ticketing and case management systems preferred
- Proficiency in Microsoft Office or Google Workspace preferred
- Proven experience using management methods and techniques preferred
- Familiarity with AI agents or chat automation in customer service preferred
- Awareness of current customer service technology, trends, and applications preferred
- Sponsorship for US employment authorization is not available now or in the future
- Ability to lift up to 30 lbs
Benefits
Comp & perks- Medical, dental, vision, life, AD&D, and disability benefits
- Paid time off
- Leaves of absence
- Voluntary benefits and perks
- Flexible work options
- Well-being resources
- Employee assistance program
- Business travel insurance
- Service recognition awards
- Retirement savings plan
- Employee stock purchase plan
- Award-winning training and development programs
- In-person Day 1 onboarding
- Relocation assistance is not available
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service ExperienceQuality AssuranceTraining and DevelopmentPerformance FeedbackSupport Tools ImprovementKnowledge Base ManagementOnboarding Program ExecutionWorkflow OptimizationAI Agent FamiliarityCase Management Systems
Soft Skills
CoachingMentoringCommunicationProblem-SolvingTeam Management
Tools & Technologies
ZendeskMicrosoft OfficeGoogle WorkspaceReporting ToolsDatabases
Certifications & Qualifications
Valid U.S. Driver's License
Industry Keywords
Customer SupportTransportation ProgramsService StandardsMobility ResourcesConnecticut Transportation