Customer Support Supervisor

The Customer Support Supervisor position is based in the United States and involves leading a remote team of eight support agents. Key responsibilities include:

1. Leading and supporting a remote team of eight customer support agents.
2. Maintaining consistent high-quality service across phone and email channels.
3. Managing team schedules and coverage to meet business and customer support needs.
4. Overseeing the quality assurance program by reviewing calls and tickets and providing regular coaching, feedback, 1:1s, and development sessions.
5. Resolving customer escalations promptly and professionally while maintaining a strong focus on customer satisfaction.
6. Monitoring and analyzing key support metrics, including response time, average handle time, agent utilization, and other performance indicators, using insights to improve results.
7. Partnering with other customer-facing operations teams to share best practices around communication, resolution times, and support systems.
8. Improving support workflows, external communications, escalation processes, and call/ticket routing as support operations scale.

Requirements include:

• 3+ years of customer support experience, preferably within a legal services, SaaS, or marketplace environment, including 1–2 years in a leadership or supervisory capacity.
• Demonstrated experience coaching, developing, and training support professionals against clear performance expectations.
• Strong data-driven mindset with experience monitoring and improving customer support KPIs.
• Proficiency with ticketing and telephony platforms such as Zendesk, Front, Intercom, RingCentral, Dialpad, Talkdesk, or comparable systems.
• Strong problem-solving skills and the ability to effectively prioritize competing demands in a fast-paced environment.
• Exceptional written and verbal communication skills, with the ability to handle sensitive or challenging customer interactions professionally.
• A self-directed, organized, and comfortable taking ownership of operational issues and improvement initiatives.
• A strong customer orientation, with a genuine commitment to delivering fast, clear, thoughtful, and reliable support.
• A willingness and ability to work core business hours from 9:00 a.m. to 5:00 p.m. Pacific Time is strongly preferred.

Benefits offered include:

• A competitive annual salary of $87,500–$115,000.
• Generous employer-sponsored health, vision, and dental coverage for employees and dependents.
• Wellness and mental health benefits that can support employees and their families.
• Flexible paid time off to promote balance and flexibility.
• Equity options, providing an opportunity to share in the organization’s growth.
• Access to a 401(k) retirement plan through Guideline.
• A home office setup and a monthly stipend to help cover internet and phone expenses.
• A remote work environment with flexible scheduling and opportunities for professional growth.

To apply, visit our website. For more information about how your data is processed, please contact us.