Supervisor, Customer Service

Manages a team on resolving incoming service requests and manages the operation of customer service delivery, serving as point of escalation for difficult customer inquiries. Monitors the incident management process within a team to address gaps in incident resolution. Reviews and ensures resolution of escalated service issues and proactively identifies recurring and potential issues. Manages cross-functional collaboration with other technical leadership teams to resolve complex issues and ensure timely and complete resolution. Manages team efforts in producing documentation and promotes the expansion of the Knowledge Base to enhance customer support and user experience. Coordinates support service improvement projects and proactive support initiatives. Provides recommendations to next-level management on product, process, and customer experience improvement initiatives. Monitors and evaluates key metrics to ensure team meets desired goals and implements basic operational and procedural improvements within a team. Collaborates with internal teams to drive the optimization and automation of customer feedback and KPI analysis within a team.
Minimum Job Qualifications
Education and/or Experience:
5 years of experience in customer support, technical support, or related field
OR
High School Diploma, General Educational Development, or equivalent AND 4 years of experience in customer service, customer support, or related field.
Job Skills:
Service Delivery Management: Demonstrated ability to coordinate and manage high-quality service delivery and ensure customer satisfaction.
Consultancy: Demonstrated ability to provide consultative recommendations for client business or technical solutions.
Customer Service: Demonstrated ability to deliver high-quality customer service, resolving complex issues with professionalism.
Conflict Resolution: Demonstrated ability to identify, address, and resolve conflicts to maintain positive team dynamics.
Cross-Functional/Team Collaboration: Demonstrated ability to collaborate across teams and regions to achieve shared business goals.
Cross-Functional Team Leadership: Demonstrated experience successfully leading cross-functional teams in project or product delivery.
Prioritization: Demonstrated expertise in prioritizing tasks and projects to ensure efficient resource allocation.
Operating Systems: Demonstrated experience managing, upgrading, and troubleshooting diverse operating systems.
Business Acumen: Demonstrated business acumen in making strategic decisions aligned with organizational goals and industry trends.
Compliance: Demonstrated knowledge of and adherence to regulatory, legal, and organizational compliance requirements.
Negotiation: Demonstrated skill in achieving mutually beneficial agreements through effective negotiation and communication.
Stress Tolerance: Demonstrated ability to maintain effective performance in high-pressure, time-sensitive situations.
Root Cause Analysis: Demonstrated ability to conduct root cause analysis and implement corrective action plans.
Performance Metrics Analysis: Demonstrated skill in analyzing and interpreting performance metrics to recommend actionable improvements.
Preferred Job Qualifications
Education and/or Experience:
5 years of experience in customer support, technical support, or related field
OR
High School Diploma, General Educational Development, or equivalent AND 4 years of experience in customer service, customer support, or related field.
Key Responsibilities
Technical Support and Solution Delivery-Customer Support and Advocacy:
-Supervises a team serving as points of contact and resolving incoming service requests, manages the operation of customer service delivery to ensure timely and effective solutions for an operational team, and/or builds customer relationships.
-Serves as point of escalation for unresolved and/or difficult customer inquiries.
-Monitors the incident management process within a team to identify and address gaps in incident resolution and support processes to enhance efficiency.
-Supervises team members to prepare training for new product releases or functionality and contributes feedback to the team to meet desired goals of providing excellent technical customer support, ensuring resolution of customer technical and/or non-technical inquiries across multiple systems or products in a timely manner.
-Reviews customer feedback through user group meetings and/or outreach programs and follows up on survey results as needed.
Technical Support and Solution Delivery-Technical Problem-Solving and Resolution:
-Reviews and prioritizes escalated service issues and customer complaints, owning the escalated service request through resolution and escalating to leadership team as needed.
-Engages with relevant groups to resource expertise for customer escalation requests and develops an immediate action plan for resolution, guiding junior team members through the resolution request and/or on escalated issues by leveraging senior staff.
-Promotes collaboration with other technical teams in resolving complex customer technical issues to ensure complete resolution in a timely manner.
Technical Support and Solution Delivery-Technical Support Documentation:
-Supervises team efforts in producing documentation, reviewing service-related documentation and continuing to build and evolve Knowledge Base for c