Senior Support Manager

Telligen

. Direct and manage the Customer Service team, including four Community Liaisons and one Contact Center Supervisor .

Posted 11/4/2026full-timeUnited StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing customer service teams and enhancing client satisfaction through strategic initiatives. Proven ability to streamline operations and improve performance metrics while fostering community engagement.

Highest-signal resume keywords

Team ManagementCustomer Service StrategyPerformance Metrics MonitoringCommunity OutreachGovernment Contracts Experience

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

End User SupportProcess ImprovementOperational EfficiencyTraining and DevelopmentReport Preparation

Soft Skills

Relationship BuildingCollaborationCommunication

Industry Keywords

IL TCMP ContractClient SatisfactionService Level AgreementsCommunity Engagement

About the role

Key responsibilities & impact

Direct and manage the Customer Service team, including four Community Liaisons and one Contact Center Supervisor
Provide dotted-line management and support to the marketing specialist to align customer service efforts with marketing initiatives
Develop and implement strategies to enhance customer service delivery and client satisfaction under the IL TCMP contract
Identify process improvements and lead initiatives to streamline operations and increase efficiency
Supervise Community Liaisons for effective community outreach and engagement
Build relationships with community stakeholders to support program goals and client needs
Collaborate with the Contact Center Supervisor on day-to-day operations and service levels
Monitor team performance metrics and implement corrective actions to meet SLAs and performance targets
Conduct regular training and development sessions
Serve as primary contact for client service-related matters
Prepare and present reports on team performance, client satisfaction, and operational metrics to senior management

Requirements

What you’ll need

Four-year degree in Computer Science, Information Systems, business, or related field and/or equivalent training and/or experience
3–5 years’ experience providing end user support
7–10 years’ experience managing a professional support staff
Ability to travel locally and overnight up to 20%
Experience with government contracts preferred
No sponsorship for work authorization now or in the future

Benefits

Comp & perks

Employee ownership as a 100% employee-owned company
Benefits and other compensation available; details provided in Telligen's Benefits Summary
Equal opportunity employer
Reasonable accommodations during the employment process