ABOUT US

We are a long-established software company providing tax assessment, calculation, collection, and distribution software to county governments across multiple states. Our solutions combine cutting-edge database management with a pragmatic approach to public sector support. We are committed to helping counties modernize their systems without compromising control or trust.

POSITION OVERVIEW

As a Line Manager, you will serve as the primary point of oversight for a group of 70+ county government clients in a designated state. You will be responsible for ensuring high-quality customer support, smooth product delivery, and proactive relationship management. This role bridges day-to-day customer service and strategic account management, with a focus on issue resolution, contract oversight, and support staff direction.

QUALIFICATIONS

• 3+ years of experience in customer service, account management, or project management, preferably in a B2G (business to government) or software support context.
• Prior experience supervising staff or managing cross-functional teams.
• Strong communication, conflict resolution, and organizational skills.
• Familiarity with helpdesk/ticketing systems, client CRM tools, and MS SQL–based environments is a plus.
• Ability to travel occasionally for client visits (typically within one state).

• Client Relationship Management
• Ensure clients receive timely and effective assistance via the helpdesk and custom programming teams.
• Coordinate and track regular client visits (in-person or remote) to maintain strong relationships and gather feedback.
• Act as an escalation point for client issues, balancing urgency with resource allocation.
• Support Oversight
• Monitor the ticket queue for the assigned product line, ensuring prioritization and resolution.
• Work with internal departments to ensure client needs are understood and appropriately addressed.
• Analyze trends in support requests to improve proactive service and reduce recurring issues.
• Staff Management
• Supervise and coordinate the workload of helpdesk and programming staff assigned to the product line.
• Provide regular coaching and performance feedback to team members.
• Coordinate team meetings, training, and onboarding for new product features or state-specific regulations.
• Contract & Compliance Coordination
• Track contract renewal timelines and assist in renewal planning and communication.
• Ensure service delivery aligns with each client’s contract terms and regulatory requirements.
• Process Improvement
• Identify areas for workflow enhancement both internally and for client-facing processes.
• Help refine documentation and support processes for greater clarity and consistency.