Technical Support Shift Lead: Elevate Customer Experience

Surf Internet; La Porte (IN); On-site; USD 60,000 - 90,000; Full time

Job summary

Surf Internet is seeking a Technical Support Shift Manager to lead Tier 1 and Tier 2 teams during a dedicated shift, ensuring staffing, service levels, and a consistent customer experience. You will coach agents, monitor real-time performance, manage outages, and collaborate with cross-functional teams to drive improvements in SLA, quality, and productivity.

Responsibilities include coaching, performance reviews, timecard approvals, workload balancing, and ongoing recruitment and training to

Qualifications

• Minimum 3+ years of call center leadership experience in a Supervisor or Shift Manager role.
• Experience in technical support environments, preferably ISP/telecommunications or related.
• Strong knowledge of call center KPIs including SLA, productivity, quality, and throughput.

Responsibilities

• Provide direct leadership and operational oversight for Tier 1 and Tier 2 Technical Support employees during the assigned shift.
• Take ownership of shift performance, including staffing, queue coverage, service levels, productivity, and customer experience.
• Monitor real-time staffing, schedules, attendance, breaks, lunches, and queue availability to ensure appropriate coverage.
• Conduct coaching and one-on-one meetings focused on knowledge, customer experience, productivity, quality, and development.
• Review and approve timecards and ensure compliance with policies.
• Monitor inbound channels to balance workload and response times.
• Coordinate support during outages, high-volume periods, and service-impacting events.
• Escalate issues to appropriate teams and maintain shift-to-shift communication.
• Ensure performance metrics (SLA, tNPS, productivity, attendance, and quality) are achieved.
• Assist with recruiting, onboarding, and training new Technical Support staff.

Skills

Leadership

Coaching

Staffing management

Queue management

SLA knowledge

CRM tools

Ticketing systems

Communication

Analytical thinking

Problem solving

Tools

CRM platforms

Ticketing systems

Contact center platforms

Workforce management tools

Job description

Surf Internet is seeking a Technical Support Shift Manager to lead Tier 1 and Tier 2 teams during a dedicated shift, ensuring staffing, service levels, and a consistent customer experience. You will coach agents, monitor real-time performance, manage outages, and collaborate with cross-functional teams to drive improvements in SLA, quality, and productivity.

Responsibilities include coaching, performance reviews, timecard approvals, workload balancing, and ongoing recruitment and training to