Customer Support Supervisor - Escalations & Ops Leader

Zito Media; Coudersport (Potter County); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Employee discounts

Job summary

Zito Media in Coudersport is seeking a Customer Service & Support Supervisor to lead the call center team in delivering high-quality service. The role focuses on resolving escalated issues, guiding staff, and coordinating dispatch and Tier2 support to maintain performance targets.

The ideal candidate has leadership experience with 5+ direct reports, a solid understanding of cable services, and excellent communication skills.

Qualifications

• Leadership ability to supervise 5+ staff.
• Excellent written, oral and interpersonal communication.
• Ability to troubleshoot and resolve customer issues.
• Flexibility to work weekends/evenings.

Responsibilities

• Resolve escalated Customer Service incidents and/or problems.
• Schedule, assist, and adjust staff to meet peak service demands on phones.
• Guide and assist CS reps in resolving difficult subscriber questions.
• Monitor Dispatch and be the go-to for evening/weekend shifts.
• Oversee Tier2 and escalate to engineering as needed.
• Act as liaison for call center when the manager is absent.
• Monitor employee performance and service quality.
• Ensure training and adherence to goals and standards.
• Handle administrative tasks like reporting and time sheets.
• Contribute to special projects as needed.

Skills

Leadership

Communication

Problem solving

Scheduling

Education

Business or Technology degree

Tools

CRM software

Word processing

Spreadsheets

Job description

Zito Media in Coudersport is seeking a Customer Service & Support Supervisor to lead the call center team in delivering high-quality service. The role focuses on resolving escalated issues, guiding staff, and coordinating dispatch and Tier2 support to maintain performance targets.

The ideal candidate has leadership experience with 5+ direct reports, a solid understanding of cable services, and excellent communication skills.