Technical Support Representative (TSR) Supervisor

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

Benefits offered by this job

Medical, Dental, Vision, Life, and Dis

401(k) with company matching up to 6%

Paid time off including holidays

Flexible Spending Accounts

Voluntary benefits such as legal and财务

Employee Assistance Program

Tuition reimbursement and training

Job summary

Arvato in North Las Vegas, NV is seeking a Technical Support Representative (TSR) Supervisor to lead a team of TSRs and ensure outstanding customer service and operational performance.

You will coach, monitor KPIs, conduct reviews, handle escalations, and collaborate with Operations, HR, Training, Quality, and other departments to drive continuous improvement and staffing efficiency.

Qualifications

• Supervisory or team‑lead experience in technical support, operations, or data center environments.
• Strong coaching, communication, and interpersonal skills.
• Experience managing performance metrics and KPIs.
• Proficiency with Microsoft Office, particularly Excel.
• Ability to work in a fast‑paced environment and manage competing priorities.

Responsibilities

• 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.

Skills

Supervisory experience

Coaching

Communication

Interpersonal skills

KPIs

Problem solving

Conflict resolution

Multitasking

Excel

Education

High school diploma/GED

College degree preferred

Tools

Microsoft Office

Excel

Job description

Technical Support Representative (TSR) Supervisor

• Full-time

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.

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.

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 ch.anges 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.

REQUIREMENTS

• 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.
• 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, Fridayfrom 6am-6:30 pm and every other Saturday from 6am-2:30 pm.

BENEFITS & PERKS

• 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. We want to keep the application process as simple as possible for you: focus on a meaningful resume; we do not require an elaborate cover letter. Please know that we can only accept your application through our online application portal.