Technical Support Supervisor

4+ years of experience in customer support, operations, or a related field 2 + years of formal people leadership experience (Supervisor, Team Lead, or similar) Strong coaching, feedback, and performance management skills Experience using tools such as Salesforce, Jira, reporting dashboards, or similar systems Ability to interpret KPIs, diagnose performance issues, and drive team improvements Strong communication skills and comfort leading team meetings and difficult conversations Experience managing day-to-day workflow operations (coverage planning, escalations, SLAs) Ability to learn technical concepts and aftermarket workflows over time

Conduct regular 1:1s, provide actionable feedback, and support career development Manage performance, including documentation and formal performance actions Ensure team members understand expectations and deliver high-quality work Oversee day-to-day workflows including queue health, scheduling, escalations, and coverage Monitor KPIs such as CSAT, QA, productivity, and SLA adherence Lead team meetings and maintain a transparent communication cadence Identify and address morale or well-being concerns Foster a culture of continuous improvement, accountability, and psychological safety Use data, dashboards, and reporting tools to identify trends and performance gaps Conduct root cause analysis and implement corrective actions Collaborate with cross-functional partners and senior leadership on workflow updates and operational initiatives