Customer Technical Support Supervisor

JOHNSON HEALTH TECH TRADING INC • Cottage Grove, WI

18h

About The Position

We're looking for a customer-focused leader who is passionate about coaching people, improving processes, and delivering outstanding technical support experiences. As our Customer Technical Support Supervisor, you'll lead a team of technical support professionals serving primarily residential customers, helping them resolve issues, build confidence in our products, and create exceptional customer experiences. This is an opportunity to make a meaningful impact by developing talent, driving performance, and influencing the future of our Customer Technical Support organization.

Requirements

• Bachelor's degree or equivalent combination of education and experience
• 2+ years of customer technical support experience in a call center or support center environment
• Proven experience leading, coaching, and developing employees
• Strong communication, organizational, and problem-solving skills
• Proficiency in Microsoft Office applications, including Excel and Word

Nice To Haves

• Experience with CRM platforms, SAP, and workforce management systems
• Previous Johnson Fitness Customer Technical Support experience
• Experience building quality programs, training initiatives, or performance improvement plans

Responsibilities

• Coach, mentor, and develop Customer Technical Support representatives to achieve individual and team success
• Foster a culture of accountability, engagement, and continuous improvement
• Support recruiting, hiring, onboarding, and employee development efforts
• Partner with team members to create meaningful career growth opportunities
• Monitor team performance, quality, productivity, and customer experience metrics
• Handle escalated customer concerns and support resolution efforts
• Lead regular team meetings, one-on-ones, and coaching conversations
• Collaborate with training, quality, engineering, sales, and operations teams to improve processes and customer outcomes
• Help identify trends, drive operational improvements, and contribute to long-term department strategy
• Ensure service levels and KPIs are achieved while balancing workload and staffing needs
• Champion initiatives that strengthen team culture, employee engagement, and overall performance

Benefits

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Product discounts
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager