Support Supervisor

Creative Realities • Louisville, KY

5d

About The Position

Creative Realities is seeking a talented and motivated Support Supervisor to oversee the 1st-shift team and ensure customers receive timely, effective support. The supervisor reports to the Support Manager and works with the team and other departments to maintain and improve service standards. The schedule is Monday through Friday, 8:00 AM–5:00 PM EST, with flexibility to work weekends and holidays as needed.

The role oversees team performance, service-level agreements, call quality, escalations, onboarding, and support-center processes. The supervisor also analyzes performance data, coaches team members, promotes a productive team culture, ensures adherence to company policies, and contributes to operational improvements.

Requirements

• At least 2 years of experience in a helpdesk or call-center environment; IT industry experience is preferred.
• Diploma or equivalent required.
• Knowledge of operating systems and basic IT terminology, including Windows, iOS, and Linux.
• Familiarity with Microsoft Office applications, including Word, Excel, and Outlook.
• Comfort with multi-line phone systems.
• Computer knowledge and familiarity with PC and audio/visual hardware and components.
• At least 2–3 years of supervisory experience in a customer-support environment.
• Strong communication and interpersonal skills, including the ability to work effectively with team members and customers.
• Excellent problem-solving and analytical skills, including the ability to identify and resolve complex issues.
• Ability to work flexible hours as needed, including weekends and holidays.

Nice To Haves

• IT industry experience.
• Familiarity with ticket-management or CRM systems.
• Networking and IT experience.
• Experience with CRM systems and call-center technology.

Responsibilities

• Oversee 1st-shift team members and ensure they perform their duties effectively and efficiently.
• Monitor service-level agreements to ensure customers receive timely and effective support.
• Monitor calls and scorecard agents against quality standards.
• Maintain support-center processes and procedures and recommend improvements to optimize service delivery.
• Serve as the primary escalation point for critical client issues and ensure the team is prepared to address urgent matters.
• Train and onboard new team members, providing the knowledge and tools needed to support clients effectively.
• Collaborate with management to identify operational weaknesses and recommend improvements.
• Analyze team performance data and develop action plans, including coaching and training where necessary.
• Foster a positive and productive team culture and keep team members motivated and engaged.
• Ensure team members follow company policies and procedures, taking corrective action when necessary.
• Participate in regular team meetings and report on performance, issues, and challenges.
• Collaborate with other departments to meet client needs and support smooth business operations.
• Stay up to date on industry trends and developments and recommend ways for the team to stay ahead.

Benefits

• Company-paid individual portion of medical insurance.
• Company-paid life insurance.
• Company-paid long- and short-term disability insurance.
• Access to company dental and vision insurance programs.
• Eligibility for a high-deductible health plan with HSA option.
• Flexible spending account (FSA) and dependent care flexible spending account (DCFSA).
• 401(k) program with company-paid match of up to 3% of annual salary.
• Paid time off.
• Holiday pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED