Posted 3 months ago
Supervisor, Technical Customer Care
AI Summary
Leads and coaches a Technical Customer Care team, ensuring SLA adherence, performance improvements, and effective escalation management in a front-line leadership role.
About this role
Essential Job Duties
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Lead, coach, and develop Technical Customer Care staff through regular 1:1s, real-time feedback, and targeted performance improvement plans, ensuring individual performance aligns with operational goals.
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Communicate clearly and effectively, aligning team members to organizational goals and SLAs.
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Own day-to-day operational health of Technical Customer Care, including ticket queue performance, backlog levels, SLA adherence, and real-time workload balancing across the team.
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Serve as the primary escalation owner, accountable for triage, communication, and resolution of complex or high-impact customer issues.
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Monitor, analyze, and report on operational performance metrics (queue health, backlog trends, escalation rates, SLA compliance), identifying risks and implementing corrective action plans.
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Adhere and enforce established policies and protocols ensuring alignment of goals and guidelines.
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Deliver performance evaluations and manage corrective action processes, ensuring consistency, fairness, and alignment with company policy.
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Work with Quality Assurance to understand technical support representative opportunities for improvement and address through on-going coaching and performance development.
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Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas.
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Ability to remain calm, composed, and articulate when dealing with tough employee and customer situations
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Monitor and evaluate departmental performance, identifying areas for improvement and growth.
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Collaborate with senior leadership to define key success metric and drive department-wide performance.
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Oversee the execution of high-level initiatives while keeping an eye on long-term organizational impact.
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Ensure effective resource allocation, balancing immediate needs with overall company goals.
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Develop and implement long-term strategic team goals in alignment with overall company goals.
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Foster a culture of innovation, continuous improvement, and collaboration within the team.
Other Job Duties
Travel Requirements.
Required Education, Experience, Certifications and Skills
3+ years of experience in managing a technical customer care team.
Excellent customer service, communication skills and proficiency in Salesforce.
Strong organizational skills and ability to manage priorities and workflow.
Detail oriented with strong technical skills.
Demonstrated team building and leadership skills.
Ability to balance department efficiency and excellent customer service.
Leadership abilities to lead and motivate a team towards shared goals.
Proven interpersonal, collaborative, and relationship building skills.
Passionate about customer service and delivering value to customers.
Ability to work assigned shifts including Saturday or Sunday.
Experience with SMB / non-tech savvy personas a plus.
Experience supporting software that offers a freemium platform a plus
