CS Technical Support Supervisor

About the Role

The CS Technical Support Supervisor leads Newegg's PC and technical support team — the Specialists who help customers before and after the sale, from choosing the right build to troubleshooting hardware and setup issues, across phone, chat, and scheduled callbacks. This role owns day-to-day operations, team performance, and the customer experience for technical support: consistent, expert, low-effort help on every contact. It executes Newegg's pre-sales and post-sales strategy — guiding confident purchases and resolving issues that would otherwise drive returns — and stands up new ways to help, such as on-site and remote troubleshooting. The role balances people leadership, operational rigor, and technical credibility.

Responsibilities

• Directly supervise the PC / technical support team (Specialists) — hiring, onboarding, coaching, and performance management.
• Set clear goals and deliver regular feedback, development plans, and career growth; conduct one-on-ones and performance reviews.
• Build a customer-first culture — model empathy, professionalism, and low-effort service across the team.
• Own team KPIs — CSAT, AHT, ASA, abandon rate, QA, and service levels — monitoring daily performance and driving improvements.
• Manage staffing, scheduling, and workforce coverage across phone, chat, and callbacks, including peak-season planning.
• Partner with QA and Training on calibration, quality, and continuous skill development (formal certification delivered through external programs).
• Execute the pre-sales and post-sales strategy — turn consultations into confident purchases (conversion, attach, AOV) and resolve issues that prevent returns.
• Stand up and scale new capabilities — on-site troubleshooting, callback scheduling, and remote screen-share / live assist.
• Measure and prove pre-sales revenue impact; report results to leadership.
• Partner with PMs and Marketing on an education-first Knowledge Base and FAQs — improving self-service and reducing repeat contacts.
• Enable the broader CS frontline — cheat-sheets, warm-transfer standards, and knowledge sharing so more technical contacts resolve at first touch.
• Own the training and certification program — onboarding curriculum, CompTIA A+ and Network+ attainment tracking, voucher and budget management, and completion rates.
• Run quality assurance: call and chat monitoring, scorecards, calibration sessions, and targeted coaching based on observed gaps.
• Own team-level service metrics — SLA attainment, first-contact resolution, escalation rate, handle time, and CSAT — and report performance and trends to CS leadership.
• Own executive and complex escalations end to end; analyze root causes and implement fixes that prevent recurrence.
• Partner cross-functionally with Product Management (category collaboration and escalation path), Tech / Genesys (routing, IVR, chatbot), Logistics, and Marketplace to resolve customer-impacting issues.
• Ensure the team maintains deep technical expertise — personally credible, and developing a senior specialist as the designated technical escalation point.
• Translate the team's technical root-cause findings into concrete training, process, and staffing actions, and route product or vendor-facing issues to the right partners.
• Own recruiting and onboarding for the team — headcount planning, screening, and ramp serving as technical interviewer.
• Own the operational rollout of the on-site troubleshooting pilot: staffing model, scheduling, cost tracking, and success criteria.
• Leverage AI to raise quality and efficiency — agent-assist (CS Co-Pilot), AI-driven QA, and analytics for root-cause and contact-driver insights.
• Handle customer contacts directly during peak volume, coverage gaps, and complex cases — staying hands-on, credible with the team, and close to the customer experience.

Requirements

• Required Experience supervising or formally leading a customer-facing support, contact center, or technical services team.
• Working understanding of PC hardware and technical support workflows — sufficient to assess quality, coach effectively, and make sound prioritization calls.
• Demonstrated experience with quality assurance practices — monitoring, scorecards, and calibration — in a support environment.
• Experience with scheduling, coverage planning, or workforce management for a shift-based team.
• Track record of developing people: onboarding programs, certification or skills tracking, and performance improvement.
• Ability to deliver direct, specific feedback and manage performance conversations with professionalism.
• Ability to work on-site in Diamond Bar with a schedule aligned to team coverage needs, including some evenings, weekends, and holidays.

Qualifications

• Preferred CompTIA A+ or an equivalent technical credential.
• Experience in e-commerce, retail, or technical-retail customer service at scale.
• Experience standing up a new service channel, program, or pilot from the ground up.
• Familiarity with CRM/ticketing platforms and support reporting tools.
• Experience managing a team that includes a senior technical individual contributor.

Skills

• Builds capability rather than dependency — develops Specialists so that escalation volume falls over time.
• Comfortable managing someone with deeper technical expertise than their own, and secure enough to defer on technical calls.
• Manages by evidence — uses QA data and service metrics to decide where to coach, staff, and invest.
• Direct and fair in feedback; addresses performance issues early rather than letting them compound.
• Stays composed and organized through peak-season volume and staffing crunches.
• Connects day-to-day service quality back to what it costs the business — returns, repeat contacts, and customer retention.
• Must be able to read and understand English.

Work Environment

• Standard office environment.
• Sitting required 90% of the time; walking and standing required 5% of the time respectively.
• No heavy lifting required.
• Constant keyboarding and telephone usage.