Support Supervisor

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

📋 Description

• Oversee and assess the daily operations of the Support team, ensuring compliance with KPIs and organizational performance objectives.

• Offer guidance and mentorship to direct reports, fostering professional development and high performance in line with business goals.

• Serve as a resource for the Support team by addressing inquiries and aiding in issue resolution.

• Evaluate and monitor employee performance, providing necessary feedback and support to enhance key metrics.

• Identify and escalate any issues related to team performance or operational inefficiencies to management.

• Work collaboratively with cross-functional teams to address escalated matters.

• Aid in resolving customer complaints and mentor team members through intricate support scenarios.

• Perform regular quality assurance (QA) assessments and check-ins for direct reports, ensuring alignment with KPIs.

• Uphold strict confidentiality concerning sensitive employee information.

⛳️ Requirements

• High school diploma or equivalent is required.

• A minimum of 2 years of professional experience in customer service/support is necessary.

• Previous experience in a leadership or mentorship capacity is preferred.

• Strong problem-solving and decision-making skills are essential.

• Excellent communication and interpersonal abilities are required.

• Capability to multitask and effectively manage time in a fast-paced environment.

• Proficiency in Microsoft Word, PowerPoint, and Excel (or equivalent software) is required.

• Strong organizational skills with a keen attention to detail.

🏝️ Benefits

• Remote position

• Professional development opportunities

• Health insurance

• Paid time off