Support Team Supervisor

Job Summary

A company is looking for a Support Team Supervisor to lead and develop their frontline support team.

Key Responsibilities

• Manage and coach a team of 8-10 Tier 1 Support Representatives, ensuring high-quality customer interactions
• Oversee daily operations, monitor performance metrics, and ensure adherence to workflows and escalation paths
• Identify process improvements and collaborate with cross-functional teams to enhance customer support

Required Qualifications

• 2-4 years of experience in customer support or operations, preferably in a SaaS or technology environment
• At least 1 year in a leadership or supervisory role
• Strong understanding of frontline support workflows, including ticketing and SLAs
• Analytical mindset with the ability to interpret support metrics
• Experience with Excel and Google Suite is preferred