Customer Support Manager

Nightwing • Sterling, VA • 3h ago

Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers' most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.

Nightwing is looking for a dynamic Customer Support Manager to take the lead in overseeing customer service operations. This role involves coordinating activities across operations, supply chain, engineering, logistics, and shipping/receiving to ensure seamless service delivery. The Customer Support Manager plays a vital role in ensuring customer requests are handled with precision, tracked effectively, and resolved promptly. Additionally, this position involves supervising a small team, nurturing strong customer relationships, and driving continuous improvements in service processes.

Plan, schedule, coordinate, and report tasks to support workflows across operations, supply chain, engineering, and shipping/receiving.

Process customer support requests using internal and classified databases.

Create service requests and task orders to meet operational needs.

Communicate and clarify customer requests, ensuring proper routing to the appropriate department.

Monitor and follow up on requests, ensuring timely completion and providing customers with regular updates.

Address and resolve customer complaints promptly to maintain satisfaction and trust.

Prepare detailed weekly and monthly reports for inclusion in the program manager's customer updates.

Research, analyze, and provide data on inventory and fielded systems, ensuring accurate reporting for mission planning or equipment relocation.

Maintain internal databases with up-to-date information on service requests, purchases, and logistics activities.

Collaborate closely with program teams to coordinate and schedule customer requirements, effectively.

Education: Typically requires a University Degree or equivalent experience and minimum 10 years of prior relevant experience.

At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.

Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nigh

Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.

Nightwing is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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