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





- Robust 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

- Own ItWe are accountable to ourselves and each other. We deliver results and always do what's right.
- Be HumbleWe roll up our sleeves. We value mutual respect in all our interactions. We are genuine, putting others first.
- Be a Passionate SolverWe take pride in solving problems. We are adaptable and continuously learning.
- Win TogetherWe 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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📌 Sr. Manager, Customer Communication & Support (Mississauga)
🏢 neptune
📍 Mississauga