Support Team Supervisor

Support Team Supervisor

The Tier 1 Support Team Supervisor is responsible for leading and developing our frontline support team to deliver fast, accurate, and empathetic service to customers. This role is equal parts operational oversight and people leadership—ensuring daily support operations run smoothly, team members are coached and developed consistently, and customer interactions meet high standards of quality and professionalism.

Primary Duties & Responsibilities:

Team Leadership & Coaching

• Directly manage 8–10 Tier 1 Support Representatives, providing daily guidance, coaching, and feedback.
• Conduct regular development through: Support Representative task shadowing, calls/tickets reviews, targeted coaching.
• Model and reinforce customer-first behaviors, ensuring professionalism and empathy in every interaction.
• Drive team morale and engagement, especially during high-volume or stressful periods.

Operational Execution

• Perform Shift Supervisor responsibilities, monitor queues and allocate resources to meet SLAs and response time targets.
• Ensure consistent adherence to workflows, escalation paths, and documentation standards.
• Review tickets/calls for quality, tone, and accuracy; provide coaching based on findings.
• Act as first escalation point for customer issues beyond T1 scope, resolving directly or escalating appropriately.

Performance & Reporting

• Track and analyze individual and team performance metrics (e.g., CSAT, FCR, SLA adherence, productivity).
• Identify underperformance trends and partner with the Support Manager on action plans.
• Provide regular reporting on team health, workload, and customer trends.

Process & Continuous Improvement

• Identify recurring issues or friction points in support workflows and recommend improvements.
• Partner with the Support Manager and cross-functional teams (Product, Engineering, CS) to relay customer insights.
• Participate in hiring, onboarding, and training new T1 team members.
• Contribute to development of playbooks, knowledge base articles, and internal training resources.

Minimum Education & Work Experience:

• 2–4 years of experience in customer support or operations, ideally in a SaaS or technology environment.
• At least 1 year in a leadership, mentoring, or supervisory capacity (formal or informal).
• Strong understanding of frontline support workflows (ticketing, SLAs, QA, escalation).
• Excellent interpersonal and communication skills; able to deliver feedback constructively.
• Comfortable working in fast-paced environments with shifting priorities.
• Analytical mindset with ability to interpret support metrics and take action.
  
  

Preferred Experience:

• Bachelor’s Degree.
• Experience as day-to-day, first point of contact for customers, adjusting plan to changing priorities, planning milestones and goals.
• Adequate knowledge of Excel and Google Suite.
• General understanding of Vehicle Maintenance.
• Salesforce or other CRM software experience.
  
  

Key Skills and Qualifications:

• Balanced leadership: Holds the team accountable while protecting and advocating for them.
• Consistency: Applies standards and policies fairly across all team members.
• Customer-first: Always prioritizes quality and empathy in customer interactions.
• Operational rigor: Keeps queues moving, SLAs intact, and processes followed.
• Collaborative: Works smoothly with peers, managers, and cross-functional partners.
  
  

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds. 
• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.   
• Noise level in the work environment is usually moderate.
• Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.