The Customer Support Supervisor is responsible for enforcing department policies, procedures and ensuring standardized troubleshooting processes and case management guidelines are followed. This position manages front-line technical support engineers by using performance metrics, thorough analysis of data, and 1on1s to ensure department goals are met. Other responsibilities include managing high profile customer escalations and reducing time to resolution to improve the support experience. This position works cross-functionally with other department supervisors and managers when needed to solve customer related issues. This individual will also work with the Customer Support Manager to identify inefficiencies in the department and make recommendations to improve the effectiveness of the support organization.
Work Expereince Requirements