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 teams

Own support for meters, endpoints, software, and Neptune 360

Manage frontline and tiered T1/T2 escalation processes





Coordinate contractor support and field dispatch issue resolution

Report support volume, response times, and satisfaction trends

Requirements

Bachelor’s degree or equivalent education and experience

Seven-plus years in support, contact centers, or field coordination

Three-plus years managing people

Solid coaching, communication, and workflow improvement skills

Comfort with contact center, ticketing, and scheduling systems

Bring customer support leadership, process design, and escalation expertise to Neptune’s hybrid operations in Mississauga.

📌 Senior Customer Support Operations Manager (Winnipeg)
🏢 Neptune Technology Group Canada
📍 Winnipeg