The Customer Support Supervisor will be responsible for supervising the Security Support team. This individual should have strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware, excellent communication skills and a track record of successfully leading people in a technical service-related support function.

ESSENTIAL FUNCTIONS

    • Manage schedules and coverage during hours of operation for the support team
    • Manage case queue counts for team members to ensure all client responses are being followed up on and resolved in a timely manner
    • Provide performance feedback to team members as well as provide individual coaching
    • Ensure team is uptrained on new processes and answer questions regarding product support
    • Assign escalated cases to team members and/or assist to achieve timely resolutions
    • Handle escalated client calls
    • Performs other duties as requested by management

SKILLS & QUALIFICATIONS

    • A bachelor’s degree in business, computer science, information systems, liberal arts, or a related field preferred but not required
    • 1 – 3 years supervising a non-exempt customer-facing team that includes performance coaching, scheduling, and managing workload
    • 3+ years of experience in a technical customer service/support setting, strong preference for operating in a technical space with a high degree of critical thinking and problem solving preferably in a SaaS environment
    • Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames for a team
    • Thoroughly understand, reproduce, and solve technical issues
    • Able to handle escalated cases and customers with a high sense of urgency and follow-through.
    • Passionate about continual learning and sharing knowledge
    • Ability to communicate technical information to non-technical customers
    • Comfortable supporting software both remotely and directly
    • Strong team player who understands that proactive customer service comes first before anything else
    • Ability to work cross-functionally with many people without being constrained by your job function
    • Collaborative, upbeat work ethic where you can take ownership and have fun
    • Demonstrated use of CRM applications
This position pays an annual salary of $55,000 – $65,000.
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