Customer Support Supervisor

Supervisor of Customer Support

Overview: The Supervisor of Customer Support will lead a high-performing team dedicated to resolving customer support tickets efficiently and effectively.

This role focuses on empowering the team to deliver timely, accurate, and high-quality solutions for S&S products.

The Supervisor will prioritize ticket triage and first-pass analysis, foster a culture of collaboration, and ensure adherence to established processes and best practices.

By maintaining a strong focus on ticket resolution and issue escalation, this leader will play a critical role in enhancing the overall customer support experience and operational efficiency.

Responsibilities:

Team Supervision:


* Manage team scheduling, including off-hours support, approve leave and PTO requests, and review timecards to maintain operational coverage.


* Monitor team performance through KPIs and SLA adherence, ensuring targets for response times, resolution times, and CSAT are met.


* Mentor and develop team members to build their technical and customer service skills, fostering a high-performing and engaged team.


* Conduct regular performance reviews, set clear expectations, and provide feedback to ensure accountability and continuous improvement in partnership with the Director of Customer Support.

Technical Support:


* Oversee the day-to-day operations of the Customer Support team, ensuring all support tickets are addressed promptly and accurately through the current S&S ticketing system.


* Document technical solutions and create knowledge base articles.


* Troubleshoot and resolve software/hardware-related problems.

Operational Excellence:


* Monitor and analyze support metrics and identify areas for improvement.


* Implement and optimize support processes to enhance efficiency.


* Manage support ticketing systems and ensure accurate data entry.


* Be available periodically for after-business hour support.


* Collaborate with internal teams and subject matter experts on a path to resolution for Tier 2 and 3 tickets and share learnings with team members for future instances.


* Lead team meetings to communicate updates, share best practices, and align key objectives.


* Ensure all team activities comply with company policies.

Required Qualifications:


* 5+ years of experience managing a customer support team, preferably in a fast-paced, ticket-driven environment.


* Strong knowledge of S&S products and services and best practices for resolving technical support issues.


* Exceptional organizational, critical thinking, and communication skills.


* Ability to analyze performance data and implement improvements to drive results.


* Experience managing escalations and resolving complex customer issues.


* Comfortable with ambiguity, fast-moving, changing environments, and a passion for process improvement.


* Experience with JIRA ticketing systems.

Preferred Qualifications...