Remote Support Supervisor - Lead & Optimize CS Team

Tapcheck; Plano (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Tapcheck is seeking a Support Supervisor to lead a Dallas-area customer support team, with remote or hybrid options. You will coach agents, manage schedules, monitor queue health, and drive performance across Tier 1 and Tier 2 support, reporting to the Support Manager.

This role favors a calm, organized leader who develops people, maintains high quality, and partners with Product, Engineering, and Operations to implement improvements and meet service targets.

Qualifications

• 3+ years in customer support experience
• At least 1 year in a supervisor or team lead role
• Experience running operations: queue management, SLA tracking, and workforce scheduling
• Ability to interpret support metrics and drive improvements
• Clear written and verbal communication in high-volume environments

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
• Oversee onboarding and training of new hires
• Foster a collaborative, accountable team culture
• Monitor queue health, ticket volumes, and SLA adherence in real time
• Manage team schedules, shift coverage, and time-off requests
• Escalate complex issues as first point of contact for agents
• Ensure tickets are triaged and routed correctly
• Track CSAT, first response time, resolution time, and backlog
• Conduct QA reviews and target coaching based on findings
• Identify trends to inform process improvements
• Collaborate with Product, Engineering, and Operations to relay frontline insights
• Contribute to internal documentation and knowledge base updates

Skills

Team leadership

Coaching

Schedule management

Performance analysis

Clear communication

Calm under pressure

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Tapcheck is seeking a Support Supervisor to lead a Dallas-area customer support team, with remote or hybrid options. You will coach agents, manage schedules, monitor queue health, and drive performance across Tier 1 and Tier 2 support, reporting to the Support Manager.

This role favors a calm, organized leader who develops people, maintains high quality, and partners with Product, Engineering, and Operations to implement improvements and meet service targets.