Technical Care Center Supervisor

Job Summary

Leading the day-to-day operations of the Technical Care Center, the full-time remote Technical Care Center Supervisor will coach and develop team members, monitor performance and service quality, and manage customer escalations to ensure a positive customer experience.

Key responsibilities

• Oversee daily operations for Technical Care Center associates to ensure accurate and efficient resolution of customer inquiries
• Monitor performance trends and call quality to identify coaching opportunities and drive consistent service delivery
• Manage customer escalations professionally while aiming for timely and customer-focused resolutions

Required qualifications

• Associate's degree or equivalent experience in leadership, technical support, call center, or customer care preferred
• Previous experience supervising or coaching associates in a call center or technical support environment
• Experience with queue management and adjusting resources based on business needs
• Strong coaching skills with the ability to provide clear feedback and support associate growth
• Ability to analyze performance metrics and recommend actions for improvement