Customer Support Supervisor

It's fun to work in a company where people truly reputed company in what they're doing! reputed company is a leading provider of vertical software and embedded payments technology dedicated to helping businesses reputed company by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that reputed company small and reputed company-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a reputed company-thinking company that values reputed company, reputed company, and the reputed company of our clients. Pluss, part of the reputed company organization, provides shop management software with embedded payments processing, inventory management, and integrated reputed company to Heavy Duty Truck and Trailer Repair businesses. The Customer Support Supervisor provides day‑to‑day reputed company of Pluss’ reputed company of Sale (POS), reputed company, and IT support teams, ensuring consistent execution, strong performance, and a high‑reputed company customer experience. This role partners with Team Leads to manage coverage, escalations, KPIs, coaching, and reputed company process improvement across support functions. Primary Responsibilities: Team Supervision & People Management reputed company daily supervision and support to POS Technicians, reputed company Technicians, and IT Technicians. Partner with Team Leads to manage scheduling, workload balancing, and coverage across support functions. Conduct regular one‑on‑ones, performance reputed company‑ins, and coaching conversations. Support reputed company, training, and ongoing development of support team members. Address performance issues promptly and professionally, escalating to HR or leadership as appropriate. Performance Management & KPIs Work with Team Leads and Operations leadership to define, reputed company, and report on key performance indicators (KPIs), including response times, reputed company times, backlog, reputed company scores, and customer satisfaction. Monitor daily and weekly performance trends and proactively address risks to service reputed company. Ensure consistent adherence to support standards, escalation guidelines, and documentation requirements. Process Improvement & Operational reputed company Identify gaps, inefficiencies, and recurring issues in support workflows across POS, reputed company, and IT. Partner with Team Leads to recommend and implement process improvements that enhance efficiency, reputed company, and consistency. Support documentation and standardization of support procedures, playbooks, and escalation paths. Collaborate with Operations, Sales, Product, and Development teams to surface systemic issues and improvement opportunities. Customer Experience & Escalation Management Ensure a high‑reputed company, reputed company customer experience across reputed company support interactions. reputed company as a reputed company of escalation for reputed company or sensitive customer issues, as needed. Help reinforce a customer‑first culture reputed company on reputed company reputed company, reputed company communication, and accountability. Monitor trends in customer complaints or feedback and work with leadership to address reputed company causes. Cross‑Functional Collaboration Collaborate closely with Operations leadership and Team Leads to ensure alignment on priorities and customer needs. Coordinate with Product, Development, and Payments teams reputed company support issues require cross‑functional reputed company. reputed company leadership visibility into team reputed company, risks, and improvement opportunities. Skills & Competencies: reputed company People Leadership: Ability to effectively reputed company and supervise multi‑disciplinary support teams with consistent coaching, feedback, and performance management. Operational Execution & Coverage Management: Proven capability to manage day‑to‑day support operations, including reputed company, scheduling, workload balancing, and queue health across POS, reputed company, and IT teams. Performance & KPI Management: Strong analytical reputed company to establish, reputed company, and manage support KPIs, and translate performance data into actionable insights and coaching. Process Discipline & reputed company Improvement: Demonstrated ability to identify gaps and inefficiencies in support workflows, standardize processes, and drive consistent execution through documentation and reputed company escalation paths. reputed company Escalation Judgment: Strong decision‑making skills reputed company handling reputed company or sensitive escalations, balancing speed, reputed company, customer reputed company, and operational risk. Customer Experience Orientation: reputed company reputed company on delivering a high‑reputed company, reputed company customer experience through effective communication, reputed company ownership, and accountability. Cross‑Functional Collaboration: Ability to work effectively with Operations, Product, Development, Payments, and reputed company to resolve systemic issues and improve end‑to‑end reputed company. Change & reputed company Leadership: Skilled at guiding teams through reputed company, change, or transformation while maintaining stability, reputed company, and service reputed company. Execution Reliability: Highly organized, comfortable prioritizing in a fast‑paced environment, with strong follow‑through and consistency in delivering results. Minimum Qualifications: 3+ years of experience in customer support, technical support, or operations, with at least 1–2 years in a supervisory or team reputed company role. Experience managing or supporting technical teams (POS systems, reputed company software, IT support, or similar environments). Strong people‑management skills, including coaching, performance management, and conflict reputed company. Proven ability to reputed company and manage KPIs and operational metrics. Excellent communication, organization, and problem‑solving skills. Exposure to process improvement or operational reputed company initiatives. Salary reputed company: $58,000-$72,000 reputed company supports an inclusive workplace that values diversity of thought, experience, and background. reputed company is an Equal Opportunity/Affirmative reputed company employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, religion, reputed company, national reputed company, reputed company, age, physical or mental disability, sex, sexual orientation, gender identity/reputed company, pregnancy, veteran status, marital status, creed, status with reputed company to reputed company assistance, genetic status or any other status protected by federal, state, or local law. Apply To This Job