We design, acquire and deliver the most innovative Technology solutions for Sport events.
Customer Support Supervisor
Location
Arizona + 6 moreAll locations: Arizona | Colorado | Florida | Illinois | North Carolina | Texas | Wisconsin
Posted
4 days ago
Salary
$55K - $63K / year
Seniority
Junior
Job Description
Customer Support Supervisor
Legacy Groupe
• Manage the daily workload of customer support agents, ensuring timely case handling and proper case management practices. • Conduct weekly 1:1 meetings with direct reports and provide performance-based coaching and feedback. • Support onboarding and training of new team members. • Partner with Team Leads and management to coordinate meetings, workflows, and team initiatives. • Ensure consistent use of support tools and resources, including macros, knowledge articles, AI tools, and conversation tracking processes. • Monitor staffing, scheduling, and team coverage needs. • Act as a subject matter expert (SME) for product updates, workflows, and procedural changes. • Identify opportunities for workflow improvements, automation, and process simplification. • Ensure company policies and procedures are consistently followed. • Maintain and support accurate internal documentation and training resources.
Job Requirements
- College degree or equivalent professional experience
- 1–2 years of leadership experience in a customer service, call center, or support environment
- Experience with Intercom or similar customer support platforms preferred.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational and coaching abilities.
- Proficiency with Excel, Google Sheets, or similar reporting tools.
- Familiarity with customer service best practices and quality assurance processes.
Benefits
- Medical, Dental, and Vision Insurance
- Health Savings Accounts and Flexible Spending Account options with generous employer contributions (based on plan selection)
- Basic Life and Supplemental Life insurance
- Disability Insurance
- Voluntary Supplemental Benefits (Hospital Indemnity, Accident, Critical Illness)
- Accrued Paid Time Off
- 401k plan with discretionary employer match
- Paid Medical and Parental Leave
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