Role Description The Technical Support Supervisor will lead a technical support team with advanced responsibility for operational performance, process improvement, and cross-functional collaboration. This role goes beyond frontline supervision by owning workflow optimization, driving customer experience improvements, influencing organizational processes, and acting as a change leader within the Technical Assistance Center (TAC). Key Responsibilities - Customer Focus & Workstream Prioritization - Develop, implement, and continuously improve support delivery processes to enhance customer satisfaction and reduce time to resolution. - Proactively manage team workflows across queues, ensuring alignment with service levels and business priorities. - Analyze trends in case volume, backlog, and performance to optimize prioritization strategies. - Identify root causes of recurring issues and drive sustainable solutions. - Operational & Workstream Management - Oversee knowledge management, backlog health, and agent productivity to ensure timely resolution of customer issues. - Analyze system functionality, case trends, and operational performance to improve workflows and troubleshooting practices. - Evaluate effectiveness of current processes and implement improvements to increase efficiency and scalability. - Communication & Cross-Functional Collaboration - Collaborate with internal teams (e.g., Engineering, Voice of Customer, Product) to improve support experience and product quality. - Communicate effectively with all levels of the organization, including leadership, peers, and frontline staff. - Lead change management initiatives with clear communication and closed-loop feedback. - Facilitate cross-departmental problem-solving for systemic or recurring issues. - Team Leadership & Development - Develop and execute career development strategies for team members. - Provide ongoing coaching using performance metrics, quality standards, and scorecards. - Mentor emerging leaders and promote knowledge-sharing across the organization. - Foster a high-performance culture through recognition, engagement, and accountability. - Delivering Results & Performance Management - Analyze operational performance and implement action plans to address negative trends. - Partner with shared services or analytics teams to translate data into actionable insights. - Monitor and improve key metrics such as SLA adherence, resolution time, and knowledge management KPIs. - Ensure consistency and quality in case documentation and customer interactions. - Change Leadership & Continuous Improvement - Act as a recognized change agent, driving adoption of new processes, tools, and workflows. - Identify opportunities for improvement and lead initiatives that enhance team and organizational performance. - Establish feedback loops with engineering and product teams to influence long-term improvements. - Lead projects that improve reliability, scalability, and support delivery effectiveness. - Technical Leadership & Problem Solving - Provide strategic guidance to technical support staff handling complex troubleshooting (systems, software, networking, etc.). - Ensure appropriate use of escalation paths (SMEs, TSEs, PICs) and knowledge resources. - Drive root cause analysis and long-term resolution strategies for complex technical issues. - Self-Awareness & Professional Growth - Demonstrate adaptability in dynamic operational environments. - Continuously improve individual leadership and technical capabilities. - Influence and mentor others through strong leadership presence and integrity. - Promote a culture of accountability, learning, and innovation. Qualifications - Bachelor’s degree in a related field preferred; equivalent combination of education and relevant professional experience will be considered. - Minimum of 1–3 years of relevant professional experience in a customer support, operations, or service delivery environment. - Demonstrated ability to proactively manage and coordinate workflows to ensure timely and effective resolution of customer issues. - Proven capability to manage multiple priorities simultaneously, including inbound and outbound activities and knowledge management responsibilities, while maintaining alignment with established service levels and organizational priorities. - Strong organizational skills with a demonstrated sense of urgency in monitoring, tracking, and following up on open cases to ensure prompt resolution. - Solid analytical skills with the ability to assess coverage effectiveness and contribute to operational efficiency. - Excellent written and verbal communication skills, with the ability to collaborate effectively across teams and stakeholders. Desired Skills and Experience - Demonstrated leadership abilities, including the capacity to influence, coach, and mentor team members in support of organizational objectives. - Experience providing actionable recommendations to leadership to enhance team performance and alignment with strategic goals. - Strong customer-centric mindset, with the ability to balance customer needs alongside departmental and organizational priorities. - Proven ability to foster a collaborative, high-performance team environment and lead by example in achieving service excellence. Benefits - Medical, Dental, Vision, Health Savings Accounts / Flexible Spending Accounts. - Life and AD&D Insurance. - 401(k) and Tuition Reimbursement. - An array of resources that encourage a lifetime of healthier living. - Compensation ranges from $70,000 - $85,000 annually, based on skills, experience, and education.