Supervisor, Customer Support

Tapcheck•Plano, TX

3d•$80,000•Hybrid

About The Position

The role involves monitoring and evaluating agent performance against KPIs, managing ticket queues for efficient task distribution, and ensuring agents are consistently engaged. Key responsibilities include identifying and addressing training needs, collaborating with Training and Dev to improve documentation, and creating a feedback loop to enhance resources. The role also involves analyzing performance data to identify trends and preparing reports for senior management. Additionally, it focuses on maintaining high customer satisfaction by ensuring professional interactions and continually working to improve the overall customer experience. This is a hybrid position based at our Plano, Texas headquarters, with in-office presence required Tuesday through Thursday each week.

Requirements

5+ years of experience in a customer support or customer service environment, with at least 3+ years in a supervisory or team lead role
Proven experience managing agent performance using KPIs such as SLAs, CSAT, first response time, and resolution time
Strong coaching and people-management skills, with the ability to motivate, develop, and hold team members accountable
Demonstrated ability to analyze performance data, identify trends, and translate insights into actionable improvement plans
Experience with ticketing and customer support platforms (e.g., Zendesk, Freshdesk, ServiceNow, or similar)
Excellent written and verbal communication skills, with the ability to provide clear feedback and present reports to senior leadership
Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment
Ability to collaborate cross-functionally with Training, Product, and Enablement teams
Customer-focused mindset with a commitment to delivering high-quality service and continuous improvement

Responsibilities

Performance Management: Monitor and evaluate agent performance against set KPIs, including tickets taken, ticket solve rates, first response times, and total resolution times. Implement strategies to ensure the team consistently meets or exceeds these targets.
Queue Management: Actively manage ticket queues to ensure efficient distribution and prioritization of tasks. Ensure agents are always engaged with active queues, optimizing workload distribution and minimizing idle time.
Training and Development: Identify training needs for agents struggling to meet performance targets. Develop and deliver targeted training sessions to address these gaps, enhancing the team's overall capability and efficiency.
Feedback Loop Coordination: Collaborate with Training to identify areas where documentation and support materials are lacking. Facilitate a feedback loop where such gaps are communicated and addressed, ensuring that agents have access to the necessary resources to improve ticket resolution times.
Reporting and Analysis: Regularly analyze performance data to identify trends, areas for improvement, and successes. Prepare and present reports to senior management, highlighting achievements and outlining action plans for addressing any challenges.
Customer Satisfaction: Ensure all customer interactions are handled professionally and in line with company standards. Monitor customer feedback and work with the team to improve the overall customer experience.
Other duties as required