Technical Support Supervisor

About the role: The Logistics Support Supervisor is responsible for the strategic oversight, real-time shift management, and overall performance of a high-volume logistics support service center shift. This position directly supervises 2+ Team Leads and maintains indirect accountability for 30+ full-time agents. Serving as the shift’s primary operational leader, this role maintains continuous visibility over live service queues, dynamically shifting staff allocations and managing coverage intervals to protect real-time service levels. Beyond live floor execution, the Supervisor owns shift-wide succession planning, actively profiling and developing high-potential staff to accelerate employee career progression. Supervisors are accountable for optimizing departmental efficiency and executing cross-functional business strategies. What’s in it for you: Competitive compensation Comprehensive benefits package Health, dental and vision coverage 401(k) with company match Perks including tuition and training reimbursement, employee discounts, and financial wellness planning Advancement opportunities with structured career paths Employee referral bonus opportunities Certified Great Place to Work with 900+ lifetime workplace award wins What you’ll be doing: Lead the operational performance of the department, monitoring multi-team queue activity (inbound, outbound, and digital workflows) and executing real-time strategic adjustments to meet departmental service level goals Coach, develop, and manage Team Leads; ensure they are effectively driving frontline accountability, enforcing performance standards, and executing agent‑level skill growth Review and analyze department‑wide performance metrics (QA accuracy, productivity, abandon rates, service levels) to implement high‑level adjustments and improve overall carrier experience Review business cases compiled by Team Leads and provide final administrative sign‑off and approval for all hires, terminations, formal performance evaluations, and disciplinary actions Partner strategically with Sales, Quality, Training, and Executive Leadership to resolve systemic operational issues, standardize organizational best practices, and improve workflows Track big‑picture performance trends, recommend, and implement scalable process improvements to enhance reliability and minimize operational frictions Own shift‑capacity planning; analyze volume forecasts and attrition data to project future staffing needs and submit formal headcount recommendations Serve as the final authority for high‑level customer, carrier, or operational escalations that bypass the Team Lead level, using data and standard operating procedures (SOPs) to prevent repeat system issues Primary incident coordinator during major system outages, severe weather events, or critical service disruptions, coordinating directly with IT to restore operational stability Enforce total compliance across all teams regarding corporate policies, internal standard operating procedures, and strict transportation/logistics industry regulations What you need: 1+ years of leadership experience in a fast‑paced customer service industry required Ability to work 11pm - 7am Proven experience managing front‑line leaders or large teams highly preferred Bachelor’s degree in business, supply chain, or related field preferred Ability to manage, mentor, and track the professional growth of front‑line leaders Ability to prioritize requests and handle changing priorities seamlessly High level of professionalism working with many levels of the organization Excellent organizational skills with keen attention to detail Where you'll be: 6010 Exchange Parkway, San Antonio, Texas 78238 Employment visa sponsorship is unavailable for this position. Applicants requiring employment visa sponsorship now or in the future (e.g., F-1 STEM OPT, H-1B, TN, J1 etc.) will not be considered. #J-18808-Ljbffr