Technical Resolution Supervisor (100% Remote)

ClearCaptions, LLC; United States; Remote; USD 67,000 - 80,000; Full time

Job summary

ClearCaptions, LLC is seeking a Technical Resolution Supervisor to guide a 12–15 agent team in delivering a world‑class customer experience. The role focuses on coaching, training, and hands‑on support to meet SLAs and drive customer acquisition and retention.

You will partner with cross‑functional teams, analyze performance data, and implement ITIL‑based workflows to triage and resolve incidents. The role emphasizes leadership, confidentiality, and flexible scheduling for a remote workforce.

Qualifications

• High school diploma or equivalent required; associate degree preferred.
• Minimum 3 years in customer service or technical support in tech environment.
• At least 1 year in supervision within an inbound contact center.
• Proven ability to coach and develop team members to meet goals.

Responsibilities

• Provide weekly coaching and 1:1 meetings for a team of 12–15 agents.
• Develop and administer training procedures and policies for the team.
• Ensure adherence to policies, procedures, and regulatory guidelines.
• Partner with cross-functional teams to improve handoffs and customer experience.
• Analyze performance data to identify trends and improvement opportunities.
• Apply ITIL-based processes to intake, triage, categorize, and resolve incidents.
• Promote ongoing professional development via workshops and training.
• Maintain team records and attendance logs.
• Own troubleshooting to identify root causes and recurring issues.
• Foster a trusted, transparent team culture enabling agility and learning.
• Provide backup support to peers and leadership as needed.
• Lead onboarding, mentoring, and talent development for a diverse team.
• Perform other duties as assigned.

Skills

Customer service

Coaching

Leadership

Time management

Communication

Problem solving

Team collaboration

Organizational skills

Active listening

Microsoft Office & Teams

Education

High School Diploma or equivalent

Associate degree or higher preferred

Tools

Microsoft Office Suite

Microsoft Teams

Slack

Job description

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard‑of‑hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy‑to‑use, cutting‑edge technology to our primarily senior customer base. Our near real‑time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.

For more information about our services please visit clearcaptions.com.

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast‑paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship‑building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Summary

The Technical Resolution Supervisor plays a key role in guiding and developing a team of Technical Resolution Specialists to deliver a world‑class customer experience through consistent coaching, training, and hands‑on support. The role supports departmental and company goals by ensuring frontline teams respond to customer inquiries within service level agreements (SLAs), adhere to established procedures, and contribute to customer acquisition and retention.

What This Role Does

• Provides weekly team coaching and periodic 1:1 meetings to support the development, performance, and engagement to a team of 12‑15 agents.
• Oversees the development, implementation, and administration of Technical Resolution Specialist training procedures and policies.
• Ensures team compliance with policies, procedures, and regulatory guidelines, including attendance and time off policies.
• Develops partnerships with cross‑functional teams to improve handoffs, align strategic initiatives, and enhance the customer experience.
• Analyzes performance data and Technical Resolution reporting to identify trends and opportunities for improvement.
• Uses ITIL‑based processes to streamline the intake, triage, categorization, and resolution of incidents and requests.
• Completes and maintains consistent professional development through company‑provided workshops, training, and development opportunities.
• Maintains and updates team records, including tracking databases and attendance logs.
• Demonstrates ownership in troubleshooting and resolving technical issues, while identifying root causes and recurring problems.
• Creates a strong team culture built on trust and transparency which enables team agility, adaptability, continual learning and knowledge sharing.
• Provides backup support to peers and leadership as needed.
• Takes an active approach to talent management by onboarding, mentoring, and inspiring a diverse, highly engaged, and skilled team. Continuously strengthens team capability through talent development, succession planning, and recruitment.
• Performs other duties as assigned.

What You Will Bring

• A high school diploma or equivalent is required; an associate’s degree or higher education is preferred. Equivalent combinations of education and relevant experience may be considered.
• A minimum of three (3) years of experience in customer service or technical support, preferably in a technology‑based environment.
• A minimum of one (1) year of supervisor or leadership experience within an inbound contact center. This includes accountability for performance, development, and delivery of results aligned with organizational objectives.
• Demonstrated ability to coach and develop team members to drive performance and achieve goals.
• Respectful and outstanding leadership skills that motivate and inspire colleagues to focus their energy on achieving business goals, fostering a positive and high‑performance work environment.
• Demonstrated ability to work collaboratively with colleagues and staff to create a high‑quality, results‑driven, team‑oriented environment.
• Strong interpersonal and active listening skills.
• Exceptional customer service skills.
• Strong problem solving, time management, flexibility, and communication skills.
• Self‑starter with strong organizational and time management skills, with the ability to work independently, manage multiple priorities within demanding timeframes, and effectively organize and document tasks.
• Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible schedules, including weekends, to support customer needs.
• Proficiency in Microsoft Office Suite and modern communication tools for virtual teams (e.g., Microsoft Teams, Slack).

Preferred

• Experience in professional and business writing.
• Strong technical understanding of modems, routers, VoIP, DNS, VPN, TCP/IP, and DHCP.
• Basic telephone technology.
• Experience with network monitoring platforms or custom diagnostic tools.

Physical Demands

In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, the Company will provide reasonable accommodations to qualified individuals with documented disabilities to enable them to perform the essential functions of the job, unless such accommodations would impose an undue hardship. Employees seeking accommodation should contact the People Department to initiate the interactive process.

Employees may experience the following physical demands for extended periods of time:

• Sitting, standing, and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet, and cell phone requiring close vision (70-90%)

Work Environment

100% Remote: Work environment is at home.

Compensation

$67,000 to $80,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.