Customer Support Supervisor

Job Summary

Overseeing the daily operations of the Customer Support Team, the full-time remote Customer Support Supervisor will manage scheduling, monitor call queues, and handle escalations while actively participating in team activities to ensure exceptional customer support.

Key responsibilities

• Supervise Customer Support Team representatives and manage work schedules and performance
• Monitor call queues and manage escalated ticket queues, ensuring timely customer updates
• Train and mentor Tier-1 and Tier-2 Customer Support Representatives while coordinating team meetings and performance reviews

Required qualifications

• High school diploma or GED required; an Associate's Degree or higher is highly desirable
• 2-4 years of experience in a Technical or Customer Support role is highly desirable
• Ability to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background checks
• Familiarity with help desk software and remote support tools
• Proficiency in English with strong client-facing and communication skills