Support Center Shift Supervisor - US Remote

About the role

The Support Center Shift Supervisor role plays a critical part in maintaining service levels, productivity, quality, and customer experience in a 24/7/365 support environment. This role supports and develops a small group of agents to deliver consistent, high-quality service.

Responsibilities

• Support shift performance across phone, ticket and other interaction service levels, productivity, quality, and CSAT.
• Provide real-time direction to agents, including coaching, queue management, workload balancing, and escalation support.
• Monitor intraday performance and help adjust priorities to maintain service levels.
• Identify operational risks in real time and take corrective action, escalating when necessary.
• Ensure smooth shift to shift transitions by documenting key updates, issues, and risks.
• Reinforce operational standards and support a culture of open communication and accountability.
• Partner with Managers to share insights on performance trends and opportunities for improvement.
• Take initiative in adapting to evolving business needs, including new tools, processes, and priorities.
• Drive engagement and retention through consistent coaching, feedback, and recognition.

People Leadership & Development

• Support and develop a small group of assigned agents (typically 5–6).
• Conduct weekly 1:1 coaching sessions with a focus on performance trends, skill development, and engagement.
• Provide timely, constructive feedback to support growth and improvement.
• Actively supports coaching and development of assigned agents.
• Persistently partners with Managers on performance management efforts, including formal improvement plans when needed.
• Foster a team environment that encourages ownership, collaboration, and accountability aligned with Support Center values.

Accountability & Authority

• Responsible for supporting consistent shift performance and addressing risks proactively.
• Expected to identify performance risks early and partner with leadership to address them to avoid material misses.
• Performance expectations are defined at the monthly level. A material miss is defined as monthly performance below 95% of targets.
• Serves as the primary point of contact for operational decisions during assigned shifts.

Qualifications

• 2+ years of experience in a support center or contact center environment.
• Experience with workforce management tools and/or ticketing systems (e.g., Zendesk, Five9, or equivalent) preferred.
• Strong real-time decision-making skills.
• Prior coaching and/or leadership experience.

Benefits

• Remote first work environment.
• Health, Dental, Vision, Life and Disability Insurance options available day one.
• 401K - with match and immediately vested.
• 17 company holidays, 2 floating holidays plus competitive paid time off policy.
• Internal Advancement Opportunities.

Pay

$65,000 USD per year, with compensation tailored to your background, skills, and the specific team or product area you support.

Schedule & Availability

Fixed shift in a 24/7/365 environment including one weekend day. Two shifts available: 4:00 PM–1:00 AM (Tuesday–Saturday) and 12:00 AM–9:00 AM (Sunday–Thursday). Please apply only if you are comfortable working either of these schedules. Evening and overnight shifts are eligible for shift differential incentive pay (differential does not apply to PTO).