Tech Support Supervisor — AI-Driven Onsite & Remote Troubleshooting

Newegg

Diamond Bar (CA)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Job summary

Newegg is seeking a CS Technical Support Supervisor to lead our PC and technical support Specialists in Diamond Bar, CA, guiding day-to-day operations and customer experience across phone, chat, and callbacks.

You will supervise staffing, coaching, and performance reviews, owning KPIs like CSAT and AHT, while scaling capabilities such as on-site troubleshooting and AI-assisted QA to improve first-contact resolution.

Qualifications

Experience supervising a customer-facing support team.
Working understanding of PC hardware and support workflows.
Demonstrated quality assurance practices (monitoring, scorecards, calibration).
Experience with scheduling, staffing, or workforce management for a shift-based team.
Track record of developing people (onboarding, certification tracking, performance improvement).
Ability to deliver direct feedback and manage performance conversations.

Responsibilities

Directly supervise the PC/technical support team (Specialists) — hiring, onboarding, coaching, and performance management.
Set goals and deliver feedback, development plans, and career growth; conduct reviews.
Build a customer-first culture with empathy and low-effort service.
Own team KPIs (CSAT, AHT, ASA, abandon rate, QA, service levels).
Manage staffing and scheduling across phone, chat, and callbacks.
Partner with QA and Training on calibration and certification.
Execute pre-/post-sales strategy to drive conversions and reduce returns.
Stand up and scale new capabilities like on-site troubleshooting and remote assistance.
Measure pre-sales revenue impact and report to leadership.
Collaborate with Product, Tech, Logistics, and Marketing on knowledge base improvements.