Support Supervisor
Virtual Vocations Inc
To ensure optimal performance of the customer support team, the full-time remote Support Supervisor will manage and coach agents, oversee operational processes, and drive performance metrics while fostering a positive team environment. Key Responsibilities Directly supervise and coach a team of customer support specialists across Tier 1 and Tier 2 queues Monitor queue health and manage team schedules to maintain adequate staffing levels Track key performance metrics and conduct regular quality assurance reviews to enhance team performance Required Qualifications 3+ years of experience in customer support, including at least 1 year in a supervisory or team lead role Experience with support ticketing systems such as Zendesk, Salesforce Service Cloud, or Freshdesk Proven ability to coach and develop support team members Experience in managing support operations, including queue management and SLA tracking Ability to interpret support metrics and implement actionable improvements
Vacancy posted 14 hours ago
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