NineStar Connect - Support Center Supervisor

Job Description

NineStar Connect is seeking a highly motivated and experienced Technical Support Center Supervisor to lead our team of Support Technicians and help deliver exceptional service to our members and customers. This role is ideal for someone who enjoys balancing people leadership, technical support, and operational excellence—all while modeling the values that define who we are.

If you’re someone who leads by example, thrives in a fast-paced environment, and is passionate about coaching others and improving the customer experience, we’d love to meet you.

What You’ll Do

• Lead by example in work ethic, professionalism, and attitude
• Conduct regular 1:1 coaching sessions and provide ongoing feedback
• Support employee development, goal setting, and performance improvement
• Complete mid-year and annual performance reviews
• Oversee daily Support Center operations, including call, chat, and service order workflows
• Monitor workload distribution and adjust based on operational needs
• Review reports and call metrics to ensure quality and efficiency
• Participate in an on-call rotation and support escalations as needed
• Handle escalated customer concerns with professionalism and care
• Monitor calls and interactions for quality assurance
• Ensure consistent, high-quality service across all channels
• Partner with internal teams and call partners on performance, issues, and needs
• Support onboarding of new employees and managed call center customers
• Maintain and improve department documentation and processes

Qualifications

• Knowledge & Technical Skills:
• Telecommunications, helpdesk, or technical support experience preferred
• Understanding of networking concepts (TCP/IP), internet troubleshooting, and hardware support
• Familiarity with Microsoft products, ticketing systems, and service orders
• Leadership & Professional Skills:
• Strong communication and collaboration skills
• Able to coach, train, and develop others
• Effective problem-solving and decision-making abilities
• Strong organizational skills with the ability to manage multiple priorities

Education & Experience

• Associate’s degree in Business Management or related field (or equivalent experience)
• Minimum of 5 years of management experience
• Network+ certification, or the ability to acquire it within 6 months, required
• Prior experience in telecommunications, helpdesk, or technical support preferred

Work Environment & Expectations

• 24/7 support environment with on-call rotation responsibilities
• Primarily onsite role with remote flexibility available with manager approval
• Ability to manage challenging customer interactions and fast-paced workflows

What Sets You Apart

• You lead with integrity and accountability
• You embrace differences and work well across teams
• You focus on quality results while balancing competing priorities
• You help make each day meaningful for your team and customers
• You are committed to community and the people we serve

Company Benefits

• Competitive array of benefits including medical, dental, and vision insurance, 401k matching, paid parental leave, short term disability, long term disability, and life insurance
• Variety of wellness programs with paid incentives and on-site fitness centers