Technical Care Supervisor

Job Summary

Leading the daily operations of the Technical Care Center, the full-time remote Technical Care 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 to ensure accurate and efficient resolution of customer inquiries
• Monitor performance trends and service levels to support operational goals
• Manage escalations and provide coaching to enhance service delivery and associate growth

Required qualifications

• Associate's degree or equivalent experience in leadership, technical support, or customer care preferred
• Previous supervisory experience in a call center or technical support environment
• Experience with queue management and resource adjustment based on business needs
• Strong coaching skills with the ability to provide feedback and support associate development
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel