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...
- Rate: 80000
- Location: Nashville, US-TN
- Type: Permanent
- Industry: Management
- Recruiter: Systems & Software, Inc.
- Contact: Not Specified
- Email: to view click here
- Reference: R0030145
- Posted: 2025-06-04 08:46:43 -
- View all Jobs from Systems & Software, Inc.
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