Customer Support Supervisor

📋 Description

• Lead and support a remote team of eight customer support agents across phone and email.
• Manage team schedules and coverage to meet business needs.
• Oversee QA by reviewing calls/tickets and coaching team members.
• Resolve escalations promptly with a focus on customer satisfaction.
• Monitor key metrics and drive improvements using data.
• Collaborate with other customer-facing teams to improve workflows and routing.

🎯 Requirements

• 3+ years in customer support, with 1–2 years in leadership.
• Experience coaching and developing support professionals.
• Data-driven mindset with KPI tracking experience.
• Proficiency with Zendesk, Front, Intercom, RingCentral, Dialpad, Talkdesk or similar.
• Strong problem-solving and prioritization in fast-paced environments.
• Excellent written and verbal communication; professional handling of sensitive interactions.

🎁 Benefits

• Competitive annual salary: $87,500–$115,000.
• Health, vision, dental coverage for employees and dependents.
• Wellness and mental health benefits for employees and families.
• Flexible paid time off.
• Equity options to share in growth.
• 401(k) retirement plan via Guideline.