Remote Support Supervisor Lead, Coach & Streamline CS

OpenKrill; United States; Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Health coverage

401(k) with match

Flexible PTO

Job summary

Tapcheck is seeking a Support Supervisor to lead and mentor the customer support team across Tier 1 and 2, ensuring operational excellence and high-quality service. You will coach agents, manage schedules, monitor performance metrics, and drive process improvements in collaboration with product and engineering teams.

The role emphasizes people development, real-time oversight, and a strong bar for quality across all support channels, with a focus on achieving target CSAT and timely resolutions.

Qualifications

• 3+ years in customer support, including at least 1 year in a supervisor or team lead role.
• Proven ability to coach, motivate, and develop support team members.
• Experience running a support operation day to day: queue management, SLA tracking, and scheduling.
• Clear written and verbal communication with agents, customers, and cross-functional partners.

Responsibilities

• Directly supervise a team of customer support specialists across Tier 1 and Tier 2 queues.
• Conduct regular 1:1s, provide real-time coaching, and deliver performance feedback.
• Support onboarding and training of new hires for successful ramp-up.
• Monitor queue health, ticket volumes, and SLA adherence in real time; adjust staffing as needed.
• Serve as first point of escalation for complex or sensitive issues; triage and route tickets across categories.

Skills

Coaching

People leadership

Queue management

Workforce planning

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Tapcheck is seeking a Support Supervisor to lead and mentor the customer support team across Tier 1 and 2, ensuring operational excellence and high-quality service. You will coach agents, manage schedules, monitor performance metrics, and drive process improvements in collaboration with product and engineering teams.

The role emphasizes people development, real-time oversight, and a strong bar for quality across all support channels, with a focus on achieving target CSAT and timely resolutions.