Technical Support Supervisor

4+ years of experience in customer support, operations, or a related field 2+ years of formal people leadership experience 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 Experience managing day-to-day workflow operations Ability to learn technical concepts and aftermarket workflows

Conduct regular 1:1s and provide feedback Manage performance and support career development Oversee day-to-day workflows including queue health, scheduling, escalations, and coverage Monitor KPIs and adjust team priorities Lead team meetings and maintain communication Identify and address morale/well-being concerns Foster a culture of continuous improvement Conduct root cause analysis and implement corrective actions Collaborate with cross-functional partners on workflow updates