Customer Support Supervisor
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Job Description
Customer Support Supervisor managing daily operations for support teams at Fullsteam. Ensuring high-quality customer experience and effective performance management.
Responsibilities:
- Provide daily supervision and support to POS Technicians, Accounting Technicians, and IT Technicians.
- Partner with Team Leads to manage scheduling, workload balancing, and coverage across support functions.
- Conduct regular one‑on‑ones, performance check‑ins, and coaching conversations.
- Support onboarding, training, and ongoing development of support team members.
- Address performance issues promptly and professionally, escalating to HR or leadership as appropriate.
- Work with Team Leads and Operations leadership to define, track, and report on key performance indicators (KPIs).
- Monitor daily and weekly performance trends and proactively address risks to service levels.
- Ensure consistent adherence to support standards, escalation guidelines, and documentation requirements.
- Identify gaps, inefficiencies, and recurring issues in support workflows across POS, Accounting, and IT.
- Collaborate with Operations, Sales, Product, and Development teams to surface systemic issues and improvement opportunities.
Requirements:
- 3+ years of experience in customer support, technical support, or operations, with at least 1–2 years in a supervisory or team lead role.
- Experience managing or supporting technical teams (POS systems, accounting software, IT support, or similar environments).
- Strong people‑management skills, including coaching, performance management, and conflict resolution.
- Proven ability to track and manage KPIs and operational metrics.
- Excellent communication, organization, and problem‑solving skills.
- Exposure to process improvement or operational excellence initiatives.
Benefits:
- Health insurance
- 401(k) matching
- Professional development opportunities
- Paid time off
- Flexible work arrangements
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