What are the responsibilities and job description for the Supervisor, Technical Support position at Tachus Operating Llc?
At Tachus, we're redefining what it means to deliver reliable, transparent, and customer-first fiber internet. Our mission is simple — provide fast, fair, and frustration-free service built around integrity, innovation, and excellence in customer care. We believe that outstanding service starts with outstanding people.
If you're a strong leader who thrives in a fast-paced environment, values teamwork, and has a passion for operational excellence, this is your opportunity to make a meaningful impact on both our customers and our growing team.
About the Role
The Call Center Operations Supervisor will lead a high-performing team responsible for handling a variety of customer needs, including technical support, billing, account management, and sales inquiries.
This role requires a balance of hands-on leadership, analytical thinking, and people development. You'll be directly responsible for ensuring performance goals are met, call handling standards are followed, and that every interaction reflects Tachus' commitment to exceptional customer experience.
Key Responsibilities
- Operational Oversight: Supervise a team responsible for a broad range of customer interactions — from technical troubleshooting to billing support and service upgrades — ensuring full coverage and schedule adherence.
- Performance Management: Monitor and drive KPIs such as service level attainment, abandonment rate, after-call work compliance, sales performance, and customer satisfaction. Hold team members accountable to clear standards of performance.
- Culture and Engagement: Foster a positive, respectful, and high-performance culture where employees feel valued, supported, and inspired to do their best work.
- Coaching and Development: Provide daily coaching and feedback to representatives, strengthening both technical skills and customer communication.
- Process Optimization: Identify inefficiencies and implement improvements in workflow, documentation, and communication processes to enhance speed and accuracy.
- Quality Assur: Regularly review calls and case notes to ensure accuracy, professionalism, and adherence to policy. Provide structured feedback and follow-up when needed.
- Reporting: Produce daily and weekly reports on team performance, highlighting successes, challenges, and actionable insights.
- Escalation Management: Handle complex or escalated customer situations quickly and professionally, ensuring resolution and customer confidence.
- Collaboration: Partner with Workforce Management, HR, and Training to align staffing, coaching, and scheduling with operational goals.
- Policy and Compliance: Reinforce adherence to Tachus policies, including attendance, conduct, and communication expectations.
Qualifications
- Experience:
- Minimum 3 years of experience in a customer service or technical support environment.
- At least 1–2 years of experience in a supervisory or leadership capacity within a call center.
- Skills:
- Strong leadership and coaching abilities.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office and CRM/call center systems (e.g., Talkdesk).
- Analytical mindset with ability to interpret and act on data.
- Understanding of call center operations, queue management, and service-level metrics.
- Attributes:
- Empathetic, disciplined, and detail-oriented.
- Leads by example — punctual, accountable, and consistent.
- Adaptable to evolving business needs and process changes.
What You'll Get
- Competitive pay and opportunities for advancement.
- Free Tachus Fiber Internet or EzeeFiber Internet, where available.
- Comprehensive benefits including health, dental, vision, disability, life insurance, and 401(k).
- A set schedule that supports work-life balance.
- Access to leadership and professional development opportunities.
- A workplace culture built around integrity, respect, and collaboration.
Working Conditions
This is a full-time, on-site position based in The Woodlands, TX. The position involves regular use of phones and computers in a professional call center setting.
Tachus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a protected veteran or individual with a disability.