Customer Support Manager

Location

• Remote: US West/Mountain, Canada

About the Neo4j Customer Support Department: Neo4j Customer Support is a critical driver of customer success and a cornerstone of our long-term customer satisfaction and growth. Our team is dedicated to deeply understanding each customer’s environment, challenges, and goals—ensuring they unlock the full value of their investment in Neo4j.

The Role: The Customer Support Manager is both an operational thought leader and an effective people manager, playing a pivotal role in scaling our support organization to meet growing business demands. At Neo4j, Support Managers operate at both strategic and tactical levels to ensure world-class service delivery. This includes owning and optimizing key areas such as process design and governance, Voice of the Customer initiatives, digital transformation, operational efficiency, and team performance management. Their leadership directly impacts the quality, consistency, and scalability of our customer experience.

Responsibilities:

The Customer Support Manager leads through change with empathy and clarity, understanding the impact of organizational shifts on individuals and teams.. They foster effective communication and cross-functional collaboration, maintain a results-driven mindset, and consistently aim to exceed internal and external benchmarks. With a strong commitment to continuous improvement, they elevate service delivery while setting and upholding high performance standards that align with the organization’s strategic objectives.

• Ensure that Neo4j Customer Support continues to meet and exceed the challenges and demands of our customers, by managing global support coverage, weekend/holiday on-call schedules, escalation policies, and other similar programs.
• Work with each Technical Support Engineer on the team to facilitate their personal and professional growth through goals and initiatives.
• Learn, and continue to learn, the product. Neo4j is a complex technology and supporting our team and customers requires a Support Manager to know the product well. As the product evolves and grows, your knowledge needs to keep up!
• Manage all customer channels and related processes / procedures to ensure a rich and consistent experience for our customers, and efficient workflow for the support team.
• Monitor, report on and action weekly, quarterly and yearly support metrics within Neo4j, and as appropriate with specific customers based on contractual obligations.
• Ensure Neo4j Customer Support is in compliance with customers and regional security policies and regulations, and update/implement policies to meet such needs.
• Collect, analyze and report on DBaaS Support KPIs, maintaining high levels of customer satisfaction.
• Drive operational improvements by collecting and analyzing both metrics and customer feedback on a continual basis.
• Champion Neo4j Customer Support’s KCS approach to case resolution, including encouraging the team to curate our customer-facing knowledge base to enable self-service issue resolution, with a keen eye for ticket deflection and expeditious resolution that delights customers.
• Represent Neo4j Customer Support to customers, prospects, partners, and the Neo4j Community.

Requirements:

• Bachelor’s degree in Business or Technology, or higher or equivalent combination of education and experience and training. Master's degree preferred
• Strong project management skills with the ability to tap into cross-functional support seamlessly
• 5+ years of experience in a Technical Support or Support Operations leadership role
• Collaborates effectively within Customer Success, Product Management, Product Engineering, and other Neo4j teams to understand and resolve issues impacting customer time to value
• 3+ years of experience with design and implementation of onboarding and continual skill development for technical support
• Certification in Agile, ITSM , Lean or Six Sigma preferred
• Leadership work experience that highlights an extensive history working to build, maintain, streamline, and improve processes, procedures, policies, tools, product offerings, and the overall customer experience.
• Demonstrated work experience highlighting effective communication, collaboration and negotiation skills with all levels internal and external stakeholders
• Requires occasional travel, up to 10% expected 
• Working cross-functionally to define and drive program(s) based on analytics to address customer needs.
• Ultimately excited to look at metrics of success to anchor your work, and willingness to learn and change based on results. Openness to trying new ideas, push agencies to help ideate, and bring the internal and external contributors along with you.