Service Plan Support Supervisor

Airtron•Indianapolis, IN

2d•Onsite

About The Position

This role functions as the operational quarterback for Service Agreement Support — owning daily execution, team accountability, collections performance, payment operations, and process flow while enabling leadership to focus on larger initiatives and strategic growth of the service plan portfolio. The Service Plan Support Supervisor will lead daily agreement support operations, prioritize and assign team work, run huddles and set daily priorities, resolve bottlenecks and escalate issues, and manage inboxes, renewals, imports, and queues. This role also involves leading collections outreach and accountability, monitoring aging AR, resolving unapplied cash, tracking recoveries and cancellation trends, identifying root causes of delinquency, and making account decisions as needed. Additionally, the supervisor will own payment operations, monitor payment failures and declines, investigate billing and payment issues, manage ACH declines and chargebacks, and escalate systemic payment issues. Quality assurance and process compliance are key, including auditing work for accuracy and SOP compliance, reviewing contract setup and renewal quality, and ensuring consistent team processes. The role also includes coaching and developing team members, training staff on systems and workflows, providing performance feedback, and addressing skill gaps. Finally, the supervisor will track payment failure trends, monitor churn and cancellation drivers, report on productivity and queue health, and recommend actions to leadership. Continuous improvement is expected, including identifying process gaps and inefficiencies, recommending automation and workflow improvements, maintaining SOP documentation, and leading improvement initiatives.

Requirements

High school diploma or equivalent
3+ years of experience in operations, customer support, collections, billing, or agreement/service contract administration
2+ years of experience leading, coaching, or coordinating the work of a team preferred
Experience managing workflows, work queues, or operational processes in a fast-paced environment
Experience handling customer payment processing, recurring billing, collections, accounts receivable, or delinquency management
Prior experience with collections, aged AR management, or payment processors

Nice To Haves

Associate’s or Bachelor’s degree in Business, Finance, Operations, or a related field preferred
Experience working with ERP systems, service agreement platforms, or recurring payment systems
HVAC, home services, or service plan industry experience preferred