Sr. Manager, Customer Communication & Support

Posting Details
Posted on September 29, 2026
Service
Full-Time
Requisition #: SRMAN018925
Locations
Nept Tech Grp Can Limited
Mississauga, ON L5N5M9, CAN
DescriptionNeptune 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 .
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
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