Senior Customer Support Operations Manager

Lead Neptune’s customer support organization from Mississauga in a hybrid senior management role spanning scheduling, escalations, and field coordination.The Senior Manager, Customer Communication & Support owns Neptune’s customer-facing front door. You will build support workflows, coach people, and coordinate appointment booking, multi-channel inquiries, and technical escalations. The role serves customers, contractors, the public, and internal teams across installation projects and Neptune 360 support.Key Responsibilities:
Lead appointment booking, calendar management, and customer scheduling teamsOwn support for meters, endpoints, software, and Neptune 360Manage frontline and tiered T1/T2 escalation processesCoordinate contractor support and field dispatch issue resolutionReport support volume, response times, and satisfaction trendsRequirements:
Bachelor’s degree or equivalent education and experienceSeven-plus years in support, contact centers, or field coordinationThree-plus years managing peopleStrong coaching, communication, and workflow improvement skillsComfort with contact center, ticketing, and scheduling systemsBring customer support leadership, process design, and escalation expertise to Neptune’s hybrid operations in Mississauga.
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