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Customer Support Program Manager Jobs in Connecticut

Merritt Staffing - Stratford

Customer Support Rep

Monroe, CT · Hybrid

$16 - $21.50/hr

To provide superior customer support and account management for product divisions through various communication channels, ensuring premium service and the highest level of customer satisfaction.

ALVEST

Customer Support Engineer

Windsor, CT · On-site

$70K - $80K/yr

Support technical training programs for service technicians, distributors, customers, and internal ... Perform other duties as assigned by management. QUALIFICATIONS AND EXPERIENCE: To perform this ...

LIGHTERA

Program Manager

Avon, CT · On-site

Support sales and marketing in educating customer(s) and selling new products as needed ... Improve the program management process by capturing lessons learned from each program and ...

Lightera

Program Manager

Avon, CT · On-site

Support sales and marketing in educating customer(s) and selling new products as needed ... Improve the program management process by capturing lessons learned from each program and ...

ACI Infotech

Program Manager

Hartford, CT · On-site

... support, and successful implementation of all current projects. There are roughly 40 projects ... Good customer, peer, and department staff relationship skills. Exceptional interpersonal and ...

South Park Inn

Be Seen First

Program Manager

Hartford, CT · On-site

$60K - $65K/yr

The Program Manager will oversee our Warming Center, Veterans' Transitional Housing, and Supportive ... This position supports daily program operations, supervises staff, maintains compliance with funder ...

LAUKOA

Program Manager

New London, CT · On-site

Manage Contractor labor expenditures, invoice support, staffing costs, and performance records; do ... Demonstrated program-management, workforce-supervision, quality-control, and contract ...

Laukoa

Program Manager

New London, CT · On-site

Manage Contractor labor expenditures, invoice support, staffing costs, and performance records; do ... Demonstrated program-management, workforce-supervision, quality-control, and contract ...

First Search Inc.

Program Manager

Bloomfield, CT · On-site

This role sits at the intersection of engineering, operations, and customer engagement, ensuring ... Support testing and validation efforts, ensuring compliance with applicable standards and ...

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Customer Support Program Manager information

What does a customer support program manager do?

A Customer Support Program Manager is responsible for leading and coordinating initiatives that improve the customer support experience. They design and implement programs to enhance support processes, manage cross-functional teams, and track performance metrics. Their role often includes analyzing customer feedback, identifying areas for improvement, and ensuring that customer support goals align with company objectives. Ultimately, they work to create efficient, effective, and customer-centric support operations.

What are the key skills and qualifications needed to thrive as a customer support program manager?

A Customer Support Program Manager needs strong project management abilities, expertise in customer service operations, and typically a bachelor's degree in business or a related field. Familiarity with CRM platforms (like Salesforce or Zendesk), data analytics tools, and certifications such as PMP or ITIL are often required. Exceptional communication, leadership, and problem-solving skills help drive team performance and deliver excellent customer experiences. These competencies ensure efficient program execution, continuous improvement, and alignment with organizational goals in customer support environments.

How does a customer support program manager typically collaborate with cross-functional teams to improve customer experience?

Customer Support Program Managers work closely with teams such as product development, engineering, and sales to identify and resolve customer pain points. They facilitate regular meetings to share customer feedback, align on support strategies, and drive initiatives that enhance service quality. By acting as a bridge between support agents and other departments, they ensure that customer insights inform product improvements and that support teams are equipped with the latest information and tools. This collaborative approach helps in creating a seamless customer experience and fosters ongoing process improvements.

What is the difference between Customer Support Program Manager vs Customer Service Supervisor?

AspectCustomer Support Program ManagerCustomer Service Supervisor
ResponsibilitiesOversees multiple support programs, develops strategies, manages teams, and improves customer experienceSupervises daily customer service operations, manages frontline staff, and handles escalations
Required SkillsProgram management, leadership, data analysis, customer experience designTeam management, communication, conflict resolution, customer service skills
Work EnvironmentStrategic planning, cross-department collaboration, often in office or remoteFrontline support, direct interaction with customers, team supervision
Common Industry UsageTech, SaaS, large corporationsRetail, hospitality, call centers

The Customer Support Program Manager focuses on managing support programs and strategic initiatives, while the Customer Service Supervisor handles daily team supervision and customer interactions. Both roles require strong communication skills but differ in scope and responsibilities.

What is a customer support program manager?

A customer support program manager oversees the design, implementation, and management of customer support initiatives to improve service quality and customer satisfaction. They coordinate teams, analyze support metrics, and develop strategies to enhance the customer experience, often using tools like CRM software and data analysis skills.

What cities in Connecticut are hiring for Customer Support Program Manager jobs?

Cities in Connecticut with the most Customer Support Program Manager job openings:

Infographic showing various Customer Support Program Manager job openings in Connecticut as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 20% Part Time, 2% Temporary, and 4% Contract. Highlights an 87% Physical, 3% Hybrid, and 10% Remote job distribution.

Customer Support Rep

Monroe, CT • Hybrid

Merritt Staffing - Stratford
Recruiting and Staffing Services • 51 - 200 employees
Learn more about Merritt Staffing - Stratfordexternal

$16 - $21.50/hr

Full-time

Re-posted 15 hours ago

Job description

Our client in Monroe is adding to their busy team. Fun company. Great benefits and discounts. Hybrid work schedule.


Position: Customer Support Representative

Objective: To provide superior customer support and account management for product divisions through various communication channels, ensuring premium service and the highest level of customer satisfaction.

Reporting Relationship:

Primary Responsibilities:

  • Manage a large volume of orders and calls through the order fulfillment process.
  • Perform accurate data entry of detailed information in accordance with established standards.
  • Provide premium after-sales service for the customer network of brands.
  • Communicate frequently with in-house and external repair centers to optimize service and repair turnaround times.
  • Provide accurate information to consumers regarding after-sales service, company policies, and procedures.
  • Resolve order errors and pricing discrepancies within a timely manner.
  • Manage validation checks at multiple touch points throughout order to invoice process.
  • Participate in process improvement and documentation outlining daily functions and use to assist with training/cross-training.
  • Tactfully communicate and enforce company policies, procedures, and standards with sales team and customers.
  • Solve complex and critically time-sensitive problems with minimal supervision.
  • Independently manage necessary reports required for accurate order fulfillment.
  • Identify and appropriately escalate calls requiring Management level negotiation and persuasion.
  • Support mid-level projects that may not be associated with daily activities.
  • Make independent decisions on shipping, pricing, and allocations to maximize customer experience.
  • Participate in internal and external meetings and provide feedback.
  • Manage and resolve consumer inquiries related to products, D2C orders, and repairs through voice, live chat, email, and SMS channels.
  • The ability to consistently meet and exceed customer satisfaction goals and performance metrics.
  • Stay updated on product knowledge and industry trends to provide excellent customer service.
  • Execute user acceptance testing accurately and effectively to ensure processes and workflows function according to company standards.

  • Minimum 3+ years’ experience in the field of Customer Support.
  • Experience working with phone queues and case handling systems. (Salesforce experience preferred)
  • Excellent verbal and written communication skills.
  • Strong customer service soft skills, including empathy, patience, and active listening.
  • Ability to multi-task in a fast-paced team environment.
  • Elevated level of accuracy and attention to detail.
  • Excellent time management and prioritization skills.
  • Initiative-taker with a solid ability to manage tasks and customers.
  • Strong computer aptitude with Microsoft Office Products and prior SAP/ERP systems experience.
  • Displays strong initiative in assisting and following through on tasks.
  • Must be able to work outside of business hours when business needs require, including weekends.
Merritt Staffing logo

About Merritt Staffing

Sourced by ZipRecruiter

Merritt Staffing specializes in matching the right people with the right jobs at the right companies, through our personalized, hands-on approach to recruiting and staffing. If you are seeking employment, we work with you on an individual basis to learn about your career goals and needs. Our career counselors go the extra mile, providing help on everything from assisting you with your resume to interview preparation, including tutorials for skills you will need on the job. We work hard to help you find – and land – the position that is just right for you. If you are seeking employees, we work with your company to learn about your goals. Our experienced staffing consultants can help you define your staffing needs and provide unique insights into today’s labor market. We pride ourselves on our proactive strategy for recruiting and retaining high-quality candidates.

Industry

Recruiting and staffing services

Company size

51 - 200 Employees

Headquarters location

Stamford, CT, US

Year founded

1989

Social media

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