Remote Support Supervisor: Lead Tier 1/2 Team & Ops

Tapcheck; Plano (TX); Hybrid; USD 75,000 - 92,000; Full time

Benefits offered by this job

Health coverage

Flexible PTO

10 paid holidays

401(k) match

Employee assistance program

Job summary

Tapcheck seeks a Support Supervisor to lead our customer support team and ensure top service levels across Tier 1 and Tier 2. You will coach agents, manage schedules, monitor queue health, and drive performance using data.

You will partner with Product, Engineering, and Operations to relay frontline insights and improve processes. The role is open to remote or hybrid candidates; Texas-based staff may work from Plano headquarters Tue–Thu.

Qualifications

• 3+ years in customer support, with at least 1 year in a supervisor or team lead role.
• Coached, motivated, and developed support team members to stronger performance.
• Run support operations day to day, including queue management, SLA tracking, and workforce scheduling.
• Worked in support ticketing systems such as Zendesk, Salesforce Service Cloud, or Freshdesk.
• Interpreted support metrics and turned them into actionable improvements for your team.
• Communicated clearly with agents, customers, and cross-functional partners.
• Stayed calm in high-pressure, high-volume situations.
• Balanced multiple priorities between tactical and strategic work.

Responsibilities

• Directly supervise a team of customer support specialists across Tier 1 and Tier 2 queues.
• Conduct regular 1:1s, provide coaching, and deliver performance feedback.
• Support onboarding and training of new hires for day-one success.
• Foster a collaborative, accountable team environment.
• Monitor queue health, ticket volumes, and SLA adherence in real time.
• Manage team schedules, shift coverage, and time-off requests.

Skills

People leadership

Queue management

SLA tracking

Coaching

Clear communication

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Tapcheck seeks a Support Supervisor to lead our customer support team and ensure top service levels across Tier 1 and Tier 2. You will coach agents, manage schedules, monitor queue health, and drive performance using data.

You will partner with Product, Engineering, and Operations to relay frontline insights and improve processes. The role is open to remote or hybrid candidates; Texas-based staff may work from Plano headquarters Tue–Thu.