Customer Support Manager

Position Summary: 

The Customer Support Manager is a hands-on, visible leader responsible for overseeing daily customer-facing operations while delivering exceptional service to the community. This role blends strategic oversight with active participation in front-line work, including licensing, animal intake, surrenders, impounds, and adoptions.

As a working manager, the Customer Support Manager models best practices by engaging directly with customers and supporting staff during peak times or staffing shortages. This position fosters a positive, solutions-oriented environment, ensuring smooth workflows, consistent service delivery, and outstanding customer experiences. Through strong leadership, coaching, and continuous improvement, the Customer Support Manager drives operational efficiency, collaboration, and alignment with the organization’s mission and values.

This role works in close partnership with the Director of Customer Experience and the Vice President of Shelter Operations and Strategy to advance departmental, operational, and organization-wide goals. Through collaboration, data-informed decision-making, and consistent communication, the Customer Support Manager helps ensure alignment across teams, supports strategic initiatives, and contributes to continuous improvement in service delivery and lifesaving outcomes.

Essential Job Functions

This description outlines primary responsibilities but does not limit additional duties as assigned. Employment remains “at-will” and does not constitute a contract.

Leadership

• Supervise, coach, and support Customer Support Leads and Customer Support Representatives to promote accountability, engagement, and high-quality service.
• Foster a respectful, inclusive, and solutions-oriented team culture aligned with organizational values.
• Develop and maintain staff schedules to ensure adequate coverage across all shifts, including weekends and peak service times.
• Review and approve timekeeping, payroll submissions, and time-off requests.
• Training and Development
• Coordinate onboarding and ongoing training for Customer Support staff and Lost & Found desk personnel to ensure consistency, compliance, and service excellence.
• Identify training needs and skill gaps, providing in-the-moment and ongoing coaching to strengthen staff performance and confidence.
• Support the development and refinement of standard operating procedures related to customer-facing operations.

Customer Experience

• Ensure high-quality, compassionate customer service across all channels, including phone, email, and in-person interactions.
• Serve as an escalation point for complex or sensitive customer concerns, resolving issues professionally and empathetically.
• Promote solutions that support keeping animals in their homes when appropriate by educating customers and connecting them to available resources.
• Model trauma-informed, bias-aware, and inclusive customer interactions that reflect progressive sheltering practices.

Operational Responsibilities

• Perform all duties of a Customer Support Representative as needed, particularly during staffing shortages or high-volume periods.
• Ensure accurate and timely data entry in proprietary software systems and related documentation.
• Maintain working knowledge of applicable city ordinances, internal policies, and fee structures to ensure compliance and accurate public guidance.
• Identify operational challenges and collaborate with leadership to implement improvements that enhance efficiency and service delivery.

Communication & Collaboration

• Maintain clear, consistent communication with staff, peers, and leadership to align expectations and operational priorities.
• Partner closely with the Director of Customer Experience and the Vice President of Shelter Operations & Strategy to support strategic initiatives, operational planning, and continuous improvement efforts.
• Provide timely feedback and follow-through to build trust, accountability, and strong working relationships across teams.

Qualifications

Required Qualifications

• Must be at least 19 years old.
• Bachelor’s degree or equivalent experience.
• Prior experience in a management or leadership role.
• Previous experience in Customer Support.
• Proficient with computers; ability to learn proprietary software and perform general clerical tasks.
• Demonstrates maturity, sound judgment, and a professional demeanor.
• Comfortable and skilled in working with a culturally diverse staff and community.
• Considerate, respectful, and helpful toward employees, volunteers, and customers.
• Exhibits organizational core values: compassion for all animals, respect, and dignity for all, striving for excellence, and teamwork.
• Ability to give and receive feedback respectfully.
• Effective written and verbal communication skills.
• Strong multitasking skills and ability to work under pressure.

Desired Qualifications

• Experience writing standard operating procedures.
• Familiarity with Microsoft operating systems and proficiency in Microsoft Office.
• Self-motivated, reliable, and a strong team player.
• Detail-oriented with the ability to take initiative.

Work Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions within the work environment.

• Must be able to work weekends.
• The noise level in the office environment is usually quiet, though braking or whining of animals may be escalated at certain times in certain areas of the building.
• High exposure to animals whose reactions to the shelter environment cannot be predicted.
• Temperatures in the shelter environment are varied, though usually moderate, and dependent on the season.
• Potential exposure to zoonotic diseases and hazardous chemicals.
• Ability to work around animals without severe allergic reactions.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully preform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Nebraska Humane Society provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, marital status, such as a veteran, or any other protected category, in accordance with applicable federal, state, and local laws. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Salary : $55,000