Support Supervisor
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Job Summary
To ensure optimal performance of the customer support team, the full-time remote Support Supervisor will manage and coach agents, oversee operational processes, and drive performance metrics while fostering a positive team environment.
Key Responsibilities
- Directly supervise and coach a team of customer support specialists across Tier 1 and Tier 2 queues
- Monitor queue health and manage team schedules to maintain adequate staffing levels
- Track key performance metrics and conduct regular quality assurance reviews to enhance team performance
Required Qualifications
- 3+ years of experience in customer support, including at least 1 year in a supervisory or team lead role
- Experience with support ticketing systems such as Zendesk, Salesforce Service Cloud, or Freshdesk
- Proven ability to coach and develop support team members
- Experience in managing support operations, including queue management and SLA tracking
- Ability to interpret support metrics and implement actionable improvements
Complete Job Description
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