Product Support Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist management in overseeing daily operations within a fast-paced environment.

• Supervise, mentor, and provide support to contractor, seasonal, and permanent agents.

• Conduct weekly one-on-one progress tracking and mentoring/coaching sessions.

• Monitor live phone calls and chats, offering immediate feedback and coaching.

• Ensure agent schedules comply with adherence standards.

• Reconcile timecard data with production data and manage bi-weekly timecard processing.

• Oversee quality assurance and recommend adjustments to queues and staffing to meet service goals.

• Generate system reports and monitor live queues to ensure proper handling and avoidance of issues.

• Communicate performance expectations and emerging issues to management.

• Propose improvements to business processes based on call/chat monitoring insights.

• Facilitate training for new hires.

• Review, edit, and assist in the creation of training materials with the Learning & Development team.

• Assist agents with inquiries related to technical, operational, product, and navigation matters.

• Conduct quality assurance assessments of agent interactions.

• Suggest knowledge-base responses based on customer interactions.

• Deliver customer support in alignment with established processes and performance metrics.

• Manage customer escalations and resolve concerns.

• Research and troubleshoot customer issues effectively.

• Oversee support operations and processes for agents.

• Motivate team members by fostering a positive and inspiring leadership presence.

• Accept and implement management feedback.

• Perform additional responsibilities as required.

⛳️ Requirements

• 2–3 years of supervisory experience in a remote call center or an equivalent role preferred.

• Prior experience with tax software is preferred.

• Basic knowledge of tax regulations is required.

• Minimum of 2 years of experience using Microsoft Suite, including Teams, SharePoint, and OneNote.

• Familiarity with desktop and browser-based applications is a plus.

• Experience in B2C or B2B environments is an advantage.

• Exceptional written and verbal communication skills.

• Strong attention to detail.

• Ability to multitask effectively.

• Quick adaptability to change with a positive attitude.

• Strong problem-solving capabilities.

• Excellent time management skills.

• Resilient and dedicated team player who contributes to a positive work culture.

• Availability for flexible scheduling across days, nights, and weekends.

🏝️ Benefits

• Full-time seasonal employment opportunities.

• Commitment to equal opportunity employment.

• Supportive, open, and inclusive work environment.

• Assistance with disability accommodations during the hiring process.