CLIENT SUPPORT SUPERVISOR

Apply today to join Coreforce, where your Customer Success expertise makes a real impact.  

Join Our Team as a Client Support Supervisor

Company: Coreforce
Location: Remote  
Job Type: Full-time
Salary: Based on Experience

Company Overview:
Coreforce is an innovative SaaS company providing digital solutions for frontline professionals. Our products, body cameras, in-car videos, mobile routers, and digital evidence systems, help public safety officers and first responders save lives, strengthen community trust, and enhance accountability.

Client Support Supervisor – Build Your Career with Purpose

Join Coreforce and use your customer success skills to support innovative technology that strengthens communities.

Why You’ll Love Working Here:

• 15 PTO days floating holiday
• Competitive benefits: medical, dental, vision, 401(k). We provide 401(k) matching per the terms of the 401(k) plan.   
• Annual bonus and tuition reimbursement
• Career growth in a fast-growing, mission-driven company
• Collaborative, purpose-driven culture

Responsibilities:

• Monitor and report on key performance metrics (SLA adherence, CSAT, response/resolution times, ticket backlog) and identify opportunities for improvement.
• Manage work schedule and availability in support systems (attendance and performance).
• Oversee timecard entry and approvals.
• Monitor and manage call queue as it pertains to the Support Team and customer resource need
• Manage escalated ticket queue and attend internal meetings regarding escalations as appropriate
• Ensure Support processes are followed and identify new processes where appropriate.
• Create, maintain, and analyze support reports and dashboards to identify trends and gaps.
• Oversee creation and maintenance of internal and customer-facing knowledge base documentation.
• Collaborate with Product, Engineering, and QA teams to communicate customer-impacting issues.
• Maintain training equipment.
• Promote a Customer Centric environment and help to ensure support issues are handled in a timeline manner, and customers receive updates on existing tickets
• Oversee Tier-2 to Tier-3 escalation process for tracking and customer follow-up, including accurate DevOps creation for ticket escalations.
• Coordinate with Tier-3 to provide Support priorities for existing escalations
• Ensure Tier-3 updates are provided to Tier-1/Tier-2 members and ultimately customers
• Oversee product release coordination for resolved tickets
• Train & mentor Tier-1 & Tier-2 Customer Support Representatives
• Coordinate and lead monthly Team meetings with an Agenda sent in advance
• Attend and complete Coreforce -provided Management/Leadership Training as assigned.
• Suggest topics for Support training to improve team skills
• Create and distribute performance reviews for team members.
• Oversee Zendesk configuration.
• Assist in call queue as needed for overflow support.

• High school diploma or GED is required, an associate’s degree or higher or technical certifications are highly preferred.
• 2 years of experience as a Technical or Customer Support Representative or similar Customer Service role is required.  Familiarity with the public safety industry is a plus.
• Experience using help desk software and remote support tools is required.  Experience with Zendesk is highly preferred.
• Ability to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background check(s) and certifications are required.
• Excellent verbal and written communication skills.
• Strong client-facing customer service skills, with the ability to effectively communicate with diverse personalities.

Coreforce is an equal opportunity employer committed to diversity and inclusion.

Salary : $50,000 - $60,000