Senior Support Supervisor

Job Summary

A company is looking for a Senior Support Supervisor.

Key Responsibilities

• Lead a team of Support Specialists and manage service level performance and operational outcomes
• Handle high-impact merchant escalations and improve workflows and tooling configurations
• Identify operational gaps, define improvement plans, and implement structured process changes

Required Qualifications

• 3 to 6 years of experience in Customer Support or Operations within a software or online platform environment
• At least 3 years of direct people management experience leading frontline teams
• Experience with operational performance metrics such as service level compliance and resolution time
• Hands-on experience with ticketing systems and automation features
• Experience handling complex merchant escalations and driving cross-functional resolutions