Supervisor, Service Support

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

📋 Description

• Lead the response to customer inquiries and ensure proper ticket distribution.

• Supervise, motivate, and document both team and individual performance, punctuality, professionalism, and compliance with policies and procedures.

• Record disciplinary matters and consistently provide employee feedback through individual meetings.

• Collaborate with managers to enhance processes and procedures.

• Advocate for customer experience, first call resolution, team development, efficiency metrics, and project status updates.

• Communicate team objectives, progress toward goals, and operational updates.

• Ensure effective onboarding and training for new hires.

• Create and oversee team schedules.

• Manage workload transitions between shifts to guarantee a seamless customer experience.

• Act as the primary escalation point for both single-customer and multi-customer outages.

• Facilitate outage communications and provide timely updates to both internal and external stakeholders.

⛳️ Requirements

• 2 to 5 years of experience in 24/7 IT enterprise support settings, quality control, staffing, delegation, performance management, team building, and providing employee coaching and feedback.

• In-depth knowledge of IT best practices, policies, and procedures.

• Strong organizational, time management, and project planning abilities.

• Exceptional problem-solving, critical thinking, and decision-making skills under pressure.

• Experience in resolving conflicts with customers and internally.

• Outstanding verbal and written communication skills, including phone etiquette, writing, and active listening.

• Keen attention to detail.

• Strong work ethic.

• Excellent customer service and interpersonal skills.

• Ability to influence, lead, and coach team members.

• Capacity to collaborate effectively with peers to resolve cross-shift and departmental challenges.

• Positive attitude and a team-first approach.

• Frequent use of computers and keyboards.

• Ability to sit or stand for extended periods.

• Heavy phone usage required.

• Must be legally authorized to work in the United States.

• Must reside in a state where the company maintains employment eligibility at the time of hire and throughout employment.

🏝️ Benefits

• Discretionary annual bonus based on individual and company performance.

• Medical, Telehealth, Dental, and Vision coverage.

• 401(k) plan.

• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

• Life and Accidental Death & Dismemberment insurance.

• Short-Term and Long-Term disability coverage.

• Flexible Paid Time Off (PTO).

• Leave of Absence options.

• Employee Assistance Program.

• Wellness Program.

• Rewards and Recognition Program.