Customer Support Supervisor - Remote US

Gainwell Technologies LLC•Any city, OH

4d•$45,300 - $64,700•Remote

About The Position

Gainwell Technologies is seeking an experienced Customer Support Supervisor to lead and support a team of customer service professionals in a remote environment. In this role, you will oversee daily operations, coach and develop team members, monitor service and performance expectations, and help resolve complex customer issues. The ideal candidate brings strong customer service leadership experience, a proven ability to manage employee performance, and the communication and problem-solving skills needed to support a high-volume, service-focused operation. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.

Requirements

Four (4) or more years of professional customer service, customer support, call center, contact center, or service center experience.
Two (2) or more years of leadership experience supervising, coaching, mentoring, or managing customer service employees.
Experience monitoring employee performance, productivity, quality, customer service metrics, and service expectations.
Strong analytical, communication, problem-solving, and organizational skills with the ability to manage multiple priorities.
Bachelor’s degree or equivalent combination of education and relevant professional experience; previous experience in business management or a related field is preferred.

Responsibilities

Lead and support daily customer service operations while ensuring productivity, quality, service, and performance expectations are achieved.
Coach, mentor, and develop customer support representatives through ongoing feedback, performance discussions, training, and development activities.
Monitor customer interactions, operational activity, and service trends to identify issues, escalations, and opportunities for improvement.
Resolve complex customer concerns and support team members with challenging inquiries while ensuring timely and professional resolution.
Partner with management and internal teams on staffing, performance management, employee development, operational priorities, and process improvements.