This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This position directs and supervises a work unit of Adult Protective Services (APS) professional and support staff ensuring compliance with federal and state statutes, rules & regulations, and policy & procedures which mandate receipt and evaluation of reports of abuse, neglect, and/or exploitation of vulnerable and incapacitated adults, 18 years of age or older. - Provide leadership, mentoring, coaching, and direct supervision of subordinate staff. - Complete Performance Appraisals, authorize leave, approve timecards, recommend and issue disciplinary action, as appropriate. - Evaluate workflow and formulate process improvement plans. - Assign new cases for investigation and support services. - Utilize database reports system for monitoring case work activities and determining appropriate action. Qualifications - Bachelor’s degree in social work, Rehabilitation, Criminal Justice or closely related field and 2 years professional case management/investigation experience (Intake, Needs Assessment, Service Planning, and Monitoring and Evaluation); OR - 1 year as a Human Services Specialist 3 in AZ State Government; OR - 4 years experience providing professional case activities noted above. Prefer supervisory experience. Requirements - Candidates for this position shall be subject to a search of both the Child Protective Services Central Registry pursuant to A.R.S. 8-804 and the Adult Protective Services Registry pursuant to A.R.S. 46-459. - A.R.S. 41-1968 Employee shall have a valid, unrestricted Level One fingerprint clearance card issued pursuant to Arizona Revised Statute 41-1758.07 in order to work with children and vulnerable adults, prior to the start of their employment. - In-state travel may be required. - Any employee operating a motor vehicle on State business must possess and retain a current, valid class-appropriate driver’s license, complete all required training, and successfully pass all necessary driver’s license record checks. - Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions. - All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify). Benefits - Affordable medical, dental, life, and short-term disability insurance plans - Participation in the Arizona State Retirement System (ASRS) and long-term disability plans - 10 paid holidays per year - Paid vacation and sick time - Paid Parental Leave - Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child. - Deferred compensation plan - Wellness plans - Tuition Reimbursement - Stipend Opportunities - Infant at Work Program - Rideshare and Public Transit Subsidy - Career Advancement & Employee Development Opportunities

• Lead and oversee the Customer Support team, ensuring timely, high‑quality resolution of customer issues across implementation and ongoing product use. • Own day‑to‑day support operations, including ticket intake, prioritization, and resolution, ensuring accurate documentation and status tracking. • Manage team scheduling and workload distribution to meet service levels and customer commitments. • Identify, manage, and escalate risks or issues that may impact customer satisfaction or team performance. • Act as the primary liaison between Customer Support and Development, ensuring clear communication of issues, requirements, and customer impact. • Lead customer escalations by contributing to technical analysis and recommended paths to resolution. • Coach and develop team members through regular feedback, objective setting, and performance reviews. • Deliver hands‑on support for priority customers when needed, including product setup or configuration support.

• Bring an innovative, AI-first thought process to our customer experience organization. Design customer-centric processes that leverage AI, not just for efficiency gains, but as a core driver of scalable, automated programs that delight customers. • Lead and scale all post-sale customer-facing functions: customer success, customer support, and onboarding/implementation. • Build a world-class customer experience that enables rapid time-to-value, drives platform adoption, and ensures long-term retention and satisfaction. • Implement a tiered customer engagement model that reflects agency size, complexity, and use case diversity. • Establish and track key performance indicators (KPIs), including GRR, NRR, CSAT, time-to-value, etc. • Implement scalable systems, tools, reporting, and processes with a focus on operational rigor and efficiency. Drive data-driven decision-making and performance measurement at all levels. • Design customer health frameworks, account plans, and success playbooks to proactively manage risk and drive expansion. • Serve as a strategic advisor to customers and internal stakeholders, representing the voice of the customer across product, sales, and marketing. • Ensure that customers realize value as quickly as possible and maintain high satisfaction levels throughout their lifecycle. • Champion the voice of the customer within the organization to enhance customer experience and outcomes. • Create feedback loops with the Product team to inform roadmap priorities based on customer experience. • Foster a culture of operational rigor, accountability, and mission-driven customer partnership.

Agency Overview The Department of Revenue's core mission is to collect the revenues required to support the business of the Commonwealth, to make a difference in the lives of children by enforcing the financial responsibilities of parenthood, and to assist Massachusetts cities and towns in sound and efficient fiscal management. Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer-focused, and transparent Bureau/Division Overview The mission of the Department of Revenue’s Child Support Services Division is to enhance the well-being of children by partnering with parents and caregivers to meet the financial needs of the family. Effective child support services are an essential part of the larger effort by the Commonwealth and the federal government to promote families' economic self-sufficiency. DOR/CSE’s core functions are to establish parentage, and establish, enforce and modify child support and health insurance orders. Much of our success depends on collaborations with a wide variety of state agencies and private entities. Position Summary Interns will have a dual role for CSB. CSB experiences a high volume of credit card calls for customers to pay for their child support. This will be the primary role for interns. Interns will also spend time with Employer Services group working on clean-ups and contacting employers for the status of child support payments. Interns will also be assisting with payment inquiries and will have an opportunity to learn other operations in CSB Case Maintenance and Central Registry groups. Core Responsibilities · Ability to work in a confidential manner. · Ability to work remotely. · Ability to trouble shoot technical issues. · Ability to work independently. · Ability to learn system functionality to complete payments. · Ability to properly handle a customer service inquiry via a telephony solution. · Must be detailed orientated. Preferred Qualifications · Prior Customer Service experience. · Ability to work in a fast-paced environment. · Ability to work on a team or as an individual. · Ability to multi-task from a technical perspective. First consideration will be given to those applicants that apply within the first 14 days. Please see Preferred Qualifications. Comprehensive Benefits When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100%25 of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.