Support Team Supervisor

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