Customer Support Supervisor

Frontsteps • Denver, CO

1d • Onsite

About The Position

The Customer Support Supervisor is responsible for supervising the Caliber and Payment Support teams. We are seeking a candidate with strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware, and excellent communication skills. This role requires a leader who is metric-driven and goal-oriented, with a demonstrated track record of developing people and improving team performance -- and who leads by example in every customer and internal interaction.

Requirements

• 3+ years working with Caliber Accounting Software in a Management Company or HOA preferred
• Deep familiarity with a payment platform and processing within a SaaS business
• 3+ years of experience in a technical customer service/support setting, strong preference for operating in a technical space with a high degree of critical thinking and problem-solving, preferably in a SaaS environment
• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames for a team
• Thoroughly understand, reproduce, and solve technical issues
• Able to handle escalated cases and customers with a high sense of urgency and follow through
• Able to work normal support cases at high velocity while driving customer satisfaction
• Passionate about continual learning and sharing knowledge
• Ability to communicate technical information to non-technical customers
• Comfortable supporting software both remotely and directly
• Strong team player who understands that proactive customer service comes first before anything else
• Ability to work cross-functionally with many people without being constrained by your job function
• Collaborative, upbeat work ethic where you can take ownership and have fun
• Demonstrated use of CRM applications

Nice To Haves

• 1-3 years supervising a non-exempt customer-facing team, including performance coaching, scheduling, and managing workload

Responsibilities

• Manage schedules and coverage during hours of operation for local and remote support teams
• Manage case queue counts for team members to ensure all client responses are being followed up on and resolved in a timely manner
• Provide performance feedback to team members, as well as provide individual coaching
• Ensure the team is uptrained on new processes and answer questions regarding product support
• Display proficiency in SaaS products, including payment integrations
• Assign escalated cases to team members and/or assist in achieving timely resolutions
• Handle escalated client calls
• Step in on cases as a last resort to meet team KPIs, with a primary focus on using escalations as coaching and training opportunities rather than direct resolution
• Identify skill gaps across the team and deliver targeted training to build individual and team capability over time
• Model and enforce adherence to FRONTSTEPS policies, support protocols, and conduct standards across the team
• Perform other related duties as requested by management

Benefits

• Medical, Dental, and Vision
• Company-sponsored Life Insurance
• Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance
• FSA/HSA
• Paid Time Off
• Sick Time
• Paid covered employee parking
• 401k match

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed