Remote Customer Tech Support Supervisor

McLane Company, Inc; Temple (TX); Remote; USD 60,000 - 72,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

FSA/HSA

Company-paid life insurance

Paid time off from day one

401(k) Profit Sharing after 90 days

Pet insurance

Maternity/paternity leave

Employee assistance programs

Discount programs

Tuition reimbursement

Job summary

McLane Company, Inc. is seeking a Customer Service Technology Support Supervisor to lead escalated tech support for SourceLink ordering and Smart Handheld applications. You will supervise a team, ensure structured troubleshooting, and maintain documentation quality while delivering timely customer responses.

Responsibilities include coordinating escalations, training, and reporting on KPIs. The role requires strong communication, leadership experience, and the ability to work across multiple

Qualifications

• High school diploma or GED; bachelor's degree preferred.
• 2+ years in customer-facing technical support.
• 4+ years in senior level customer service or team leadership.
• Experience in leadership, customer service, and technical support environments.
• Strong verbal and written communication.
• Ability to troubleshoot Tier 1 technical issues using structured workflows.
• Comfort navigating multiple systems while supporting live customer interactions.
• English reading/writing proficiency for job tasks.

Responsibilities

• Serve as primary contact for escalated customer technology support via phone and email.
• Provide escalated support for SourceLink order placement and common issues.
• Provide escalated support for Smart Handheld (SHH) applications using approved troubleshooting documentation.
• Ensure proper procedures followed by team for customer password reset and access-related requests in accordance with approved security procedures.
• Communicate and delegate customer-facing ordering system changes, enhancements, outages, and known issues.
• Timely updates, managing customer interactions and cases; ensuring accurate categorization and clear, complete documentation of resolution.
• Follow up on escalated issues outside Tier 1 scope following defined Tier 2 and Tier 3 processes.
• Support new customer-facing technologies as introduced following approved training and documentation.
• Support call and email volume for Customer Care aligned activities during peak demand or special initiatives.
• Participate in training, shadowing, and knowledgesharing activities to expand system proficiency.
• Create weekly report-out for team's key performance indicators including telephony business processes for SourceLink, and Smart Handheld, email traffic, interaction/case creation, and resolution parameters.
• Perform other duties as assigned.

Skills

Team leadership

Communication

Troubleshooting

Documentation

English proficiency

Education

High school diploma

Bachelor's degree preferred

Job description

McLane Company, Inc. is seeking a Customer Service Technology Support Supervisor to lead escalated tech support for SourceLink ordering and Smart Handheld applications. You will supervise a team, ensure structured troubleshooting, and maintain documentation quality while delivering timely customer responses.

Responsibilities include coordinating escalations, training, and reporting on KPIs. The role requires strong communication, leadership experience, and the ability to work across multiple