Technical Support Representative (TSR) Supervisor

Bertelsmann; North Las Vegas (NV); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company matching

Paid Time Off

Flexible Spending Accounts

Tuition reimbursement

Job summary

Arvato in Nevada seeks a TSR Supervisor to lead and coach a team of Technical Support Representatives, ensuring top-tier service, performance, and adherence to client requirements. You will monitor metrics, conduct reviews, and drive continuous improvement on a fast-paced tech support floor.

This role covers A or B shifts (including every other Saturday) and requires strong communication, coaching, and problem-solving skills, plus experience managing KPIs and staffing to meet goals.

Qualifications

• Minimum supervisory or team-lead experience in a technical/support/operations environment.
• Strong coaching and interpersonal skills; ability to motivate a team.
• Experience managing performance metrics and KPIs; data-driven.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to work in a fast-paced setting and manage priorities.

Responsibilities

• Supervise, coach, and motivate TSRs to achieve daily, weekly, and monthly performance goals.
• Monitor team performance metrics such as productivity, quality, attendance, and customer satisfaction.
• Conduct regular one-on-one meetings, performance reviews, and coaching sessions.
• Address escalated customer issues and coordinate with internal departments to resolve complex problems.
• Ensure TSRs follow policies, quality standards, and client requirements; identify training needs.

Skills

Coaching

Communication

Interpersonal skills

Performance metrics

Problem solving

Time management

Flexibility

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Microsoft Excel

Job description

Arvato is an innovative and leading global 3PL service provider in supply chain management and e-commerce. With 20,000 team members at over 100 locations, we focus on the Consumer Products, Tech, Healthcare, Automotive and Publisher industries.
You will work in an environment built on collaboration, respect, commitment and curiosity, where you can grow, contribute your ideas, and make an impact. Be part of the team that delivers logistics excellence and shapes supply chains globally. Working at Arvato means: Together, we’re on it.

Job Description

The TSR Supervisor is responsible for leading and supporting a team of Technical Support Representatives (TSRs) to ensure excellent customer service, operational performance, and achievement of team and business objectives.

• Work schedule: A or B shift
  • A Shift: Sunday, Monday, Tuesday from 6am-6:30 pm and every other Saturday from 6am-2:30 pm.
  • B Shift: Wednesday, Thursday, Friday from 6am-6:30 pm and every other Saturday from 6am-2:30 pm.

YOUR TASKS

• Supervise, coach, and motivate TSRs to achieve daily, weekly, and monthly performance goals.
• Monitor team performance and key metrics, including productivity, quality, attendance, customer satisfaction, and service levels.
• Conduct regular one-on-one meetings, performance reviews, coaching sessions, and feedback discussions.
• Monitor customer interactions/calls and provide constructive feedback and coaching.
• Address employee performance issues and implement corrective action when appropriate.
• Handle escalated customer issues and work with internal departments to resolve complex problems.
• Ensure TSRs follow company policies, procedures, quality standards, and client requirements.
• Identify training and development needs and support employee growth.
• Assist with scheduling and ensuring adequate staffing to meet operational requirements.
• Analyze performance reports and identify opportunities for process improvement.
• Communicate business updates, goals, expectations, and changes to the team.
• Partner with Operations, HR, Training, Quality, and other departments to resolve issues and improve performance.
• Promote a positive, inclusive, and accountable team environment.
• Ensure compliance with company policies and applicable procedures.
• Support continuous improvement initiatives and other operational projects as assigned.

Qualifications

• Previous supervisory or team-lead experience, preferably in technical support, operations, or data center environment.
• Strong coaching, communication, and interpersonal skills.
• Experience managing performance metrics and KPIs.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work in a fast-paced environment and manage competing priorities.
• Proficiency with Microsoft Office, particularly Excel.
• Ability to work flexible hours, including weekends or varying shifts, if required.
• High school diploma/GED required; college degree may be preferred.

Additional Information

• Medical, Dental, Vision, Life Insurance, and Disability Pay
• 401(k) with company matching up to 6%
• Paid Time Off, including paid holidays
• Flexible Spending Accounts
• Voluntary benefits such as legal and financial assistance, pet insurance, and more
• Employee Assistance Program
• Ongoing employee development opportunities including tuition reimbursement, scholarships, and training

Disclosure requirements pertaining to the collection of your personal data:

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.

The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here .

You can contact the company’s Data Protection Officer at the above-mentioned postal address.

Further information on data protection and your rights can be found here .

We strive to be an equitable and inclusive workplace for our employees and value their diverse perspectives, which contribute to the diversity of our company. Therefore, we welcome applications from people who enrich our company with their identity, background and personal experience.