Customer Support Chat Manager

About Company

About Tripoint Solutions

We are technology innovators, partnered with state-of-the-art providers, such as AWS, ServiceNow, and UiPath, to drive digital transformation in the federal space. TPS teams are bringing automation and data science into areas of the government that are crying out for fresh tech—making positive impacts felt by tens of thousands of users, countless citizens, and all six branches of the military each day. Our Agile teams are responsible for envisioning, launching, and operating the massive data systems and analytics platforms used to manage $14.5B in government procurements and $200B in military real estate assets globally. At TPS, we apply the power of cloud technologies to help the government think smarter and function better—for everyone.

TPS Company Values

• We value and respect each employee's dedicated work and unique contributions as they directly impact who we are and what we do.
• Your talent and innovative thinking bring leading-edge solutions to our customers.
• Our success is driven by the dedication of our employees.
• Employee-generated solutions have sustained our continued success and customer satisfaction

Benefit Offerings

Tripoint Solutions builds flexibility into health benefit plan choices, covers most of the monthly premiums, and helps employees build a career with impact through our generous professional development program.

We offer all full-time employees:

• Medical, Dental, Vision benefits with a national provider network
• Flexible Spending and Health Savings Accounts (FSA & HSA)
• Company-paid Life and Disability insurance including Short-Term, Long-Term, and Accidental
• Supplemental Insurance
• Paid time off (PTO)
• 11 paid holidays
• 401(k) Retirement Plan
• Professional Development Reimbursement Program to pursue undergraduate, graduate, training, and certifications
• Monthly transportation, parking, and cell phone service reimbursement

Tripoint Solutions is an Equal Opportunity Employer/Veterans/Disabled

About the Role

The Customer Support Chat Manager provide technical and functional support to military, civilian, and contractor personnel utilizing Department of Defense travel systems managed by the Defense Travel Management Office (DTMO). These roles support enterprise-level travel platforms including the Defense Travel System (DTS), Government Travel Charge Card (GTCC) programs, and associated financial management interfaces via online Chat.

The specialist ensures timely resolution of user issues related to authorizations, vouchers, travel policy compliance, system access, and account management while maintaining adherence to DoD cybersecurity and data protection standards.

Location: Remote. The selected candidate must be currently located in, or willing to relocate to, a state supported by Tripoint Solutions corporate offices: AL, AZ, CO, DC, DE, FL, GA, IL, IN, KS, LA, MD, MI, MN, MS, NC, NJ, OH, PA, SC, TN, TX, or VA. (No relocation assistance provided)

Clearance Requirements

• Active or eligible Secret U.S. Government Security Clearance

Key Responsibilities

• Supervise a team of Customer Support Chat Specialists.
• Monitor team performance against SLAs, KPIs, and quality standards.
• Conduct coaching sessions, performance reviews, and ongoing training.
• Manage staffing schedules, workload distribution, and escalation queues.
• Serve as the primary escalation point for complex or high-impact issues.
• Provide guidance on Joint Travel Regulations (JTR) policies.
• Assist users with per diem calculations, entitlements, and reimbursement questions.
• Support Government Travel Charge Card (GTCC) account-related inquiries.
• Monitor and report on recurring user issues to identify systemic improvements.
• Support enterprise applications including:
  • Defense Travel System (DTS)
  • CAC / PKI authentication environments
  • DoD Enterprise Email / Microsoft 365
  • ServiceNow or equivalent ticketing platforms
• Perform account provisioning and role management in accordance with RMF and cybersecurity policies.
• Coordinate with cybersecurity teams to ensure compliance with DoD IA requirements.
• Track SLA compliance and ticket resolution timelines.
• Provide weekly/monthly reports on ticket volume, trends, and resolution metrics.
• Identify opportunities to improve customer experience and reduce repeat incidents.

Minimum Qualifications

• Active Secret Clearance (or ability to obtain)
• 2+ years of Help Desk or Service Desk experience in a federal or DoD environment
• Experience supporting enterprise financial or travel systems
• Familiarity with:
  • Defense Travel System (DTS)
  • Joint Travel Regulations (JTR)
  • CAC/PKI authentication
  • ITSM ticketing systems (ServiceNow preferred)
• Strong troubleshooting and analytical skills
• Excellent written and verbal communication skills
• Ability to work in a fast-paced, mission-focused environment

Preferred Qualifications

• ITIL Foundation Certification
• CompTIA Security+ (or DoD 8570 compliant certification)
• Experience supporting large DoD user bases (10,000+ users)
• Prior experience as a Defense Travel Administrator (DTA)
• Understanding of DoD financial management processes