Software Support Supervisor

What is great about working for Foundation? Plenty! We have a fun, casual, yet hard-working culture that invests in our employees, promotes creativity, and delivers on our reputation. Would you like to work for a company that offers manicures and pedicures in the office? We do! How about massages, house cleaning, laundry service, monthly car washes, catered lunches Wednesdays and a monthly happy hour - we offer all this and more!

At Foundation we believe in and promote a work-life balance with a top-notch workout facility, fitness classes and free personal training; and for those competitive types, a game room complete with table tennis, foosball, and video game systems. Also, some comforts of home, there is a full kitchen, free coffee and specialty flavors, soft drinks, and snacks.

Position Summary

The Support Supervisor is responsible for leading, mentoring, and developing a team of Support Representatives while ensuring exceptional service delivery to clients. This role serves as the primary resource for team guidance, case escalations, knowledge development, and operational oversight. The Support Supervisor balances team coaching and development, direct client support, and administrative responsibilities to drive team performance, service quality, and continuous improvement.

Support Supervisors are expected to spend approximately 70% of their time mentoring and assisting team members, 20% handling support cases and client interactions, and 10% performing administrative and operational duties.

Work Location Requirement: Support Supervisors are required to work in the office a minimum of four (4) days per week and may work remotely one (1) day per week.

Essential Functions and Responsibilities

Team Leadership, Mentoring, and Development (70%)

• Serve as the primary mentor and coach for assigned Support Representatives.
• Provide guidance and assistance on client cases through in-person collaboration, email, Teams, and side-by-side coaching.
• Conduct regular daily check-ins with each team member to address questions, provide support, and remove obstacles.
• Assist team members with complex cases and facilitate knowledge transfer by working cases collaboratively.
• Leverage department subject matter expertise to support representatives across teams and modules.
• Identify opportunities for peer mentoring and knowledge sharing among experienced representatives.
• Conduct monthly one-on-one meetings with team members to review:
  • Case closure performance by module and submodule
  • Phone activity and productivity metrics.
  • Quality and completeness of case documentation
  • Call recordings and communication effectiveness.
  • Client survey feedback
  • Progress toward established goals
  • Career development opportunities and expanded responsibilities
  • Future goals and performance expectations
• Review and communicate quarterly bonus and tier advancement results with team members.
• Create development plans and provide coaching to support professional growth.
• Ensure all team members participate in ongoing training and continual learning initiatives.
• Coordinate and facilitate individual or group learning sessions to strengthen technical and customer service skills.

Client Support and Case Management (20%)

• Manage support cases from the queue as business needs and workload permit.
• Provide direct client assistance and issue resolution for escalated or complex support matters.
• Model effective customer service practices and technical troubleshooting skills for the team.
• Assist with resolving challenging client situations while coaching team members through the process.

Administrative and Operational Leadership (10%)

• Manage support queue operations on assigned days, ensuring timely handling of aged cases and proper case routing.
• Assign cases appropriately and coordinate collaborative case resolution efforts when needed.
• Initiate and lead focused productivity efforts, including Power Hours, when warranted.
• Attend and actively participate in weekly Support Supervisor meetings.
• Meet bi-weekly with management to discuss team performance, employee development, and operational concerns.
• Lead daily team meetings and communicate important departmental updates and priorities.
• Monitor and report attendance and tardiness information to management.
• Open, move, escalate, and manage support cases and service desk tickets, as necessary.
• Coordinate quarterly team engagement activities, including team lunches and recognition opportunities.
• Maintain compliance with departmental processes, policies, and service standards.

Preferred Skills and Experience

• Previous experience in a customer support, technical support, or client services environment.
• Prior leadership, supervisory, mentoring, or team lead experience preferred.
• Demonstrated success managing complex customer issues and escalations.
• Experience coaching, developing, and motivating employees.

Skills and Competencies

• Strong leadership and interpersonal skills with the ability to influence and develop others.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to coach team members through complex technical and customer service situations.
• Strong organizational skills with the ability to manage multiple priorities.
• Ability to analyze performance metrics and provide actionable feedback.
• Strong conflict resolution and customer relationship management skills.
• Ability to foster collaboration, accountability, and continuous improvement within a team.
• Proficiency with support ticketing systems, collaboration tools, and business applications.
• Ability to effectively lead both in-office and remote team members.

Key Success Factors

• Commitment to employee development and team success.
• Ability to balance coaching responsibilities with operational demands.
• Strong sense of ownership and accountability.
• Customer focused mindset with a passion for delivering exceptional service.
• Continuous learning mindset and willingness to drive process improvements.

Other employee rewards include tickets to Cleveland sporting events, a variety of lunch and learns, and various employee-appreciation events throughout the year. Benefits include paid vacation, paid holidays, 401(k) with match, and tuition reimbursement, plus medical, eye and dental. Now offering discounts on pet, home, and auto insurance through Liberty Mutual!

Foundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 20-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.

Let us start your future at Foundation!

Foundation Software is an Equal Opportunity Employer.