Position Summary
The Technical Customer Support Supervisor is responsible for the day-to-day supervision, coaching, performance management, and operational coordination of the customer support team. This role helps ensure residential and business customers receive timely, accurate, and professional support related to internet and ancillary services.
The Supervisor provides direct oversight to Customer Support Team Leads and/or customer service and technical support agents. This role is responsible for driving team performance, supporting service-level expectations, addressing escalated customer issues, ensuring appropriate shift coverage, and partnering with other departments to improve the overall customer experience.
Essential Duties and Responsibilities
Team Leadership and Performance Management
· Supervise, coach, and support Customer Support Team Leads and/or customer service and technical support agents.
· Set clear daily, weekly, and ongoing expectations related to service quality, productivity, professionalism, attendance, and customer follow-up.
· Monitor team performance against department goals and service-level expectations, including first call resolution, customer satisfaction, response times, call handling, case closure, and documentation quality.
· Review calls, tickets, and customer interactions to identify coaching opportunities and ensure consistent service standards.
· Provide regular feedback, coaching, and performance documentation to team members.
· Conduct or contribute to formal performance evaluations, performance improvement plans, and corrective action processes in partnership with management and HR.
· Lead team meetings to communicate updates, review performance trends, reinforce expectations, and support a positive team environment.
Operational Oversight
· Oversee daily support operations, including call queues, ticket volume, wait times, abandoned calls, case aging, staffing needs, and shift coverage.
· Make real-time operational adjustments within assigned authority to maintain service levels and customer response expectations.
· Review staffing needs and assist with scheduling, shift coverage, break planning, and workload distribution.
· Identify operational gaps, recurring customer issues, workflow concerns, and training needs.
· Recommend process improvements to increase efficiency, service consistency, customer satisfaction, and team productivity.
· Ensure team members follow established procedures for call handling, ticket documentation, escalation, customer communication, and internal handoffs.
Customer Issue Resolution
· Serve as an escalation point for complex, sensitive, or unresolved customer concerns.
· Partner with agents, Team Leads, and other departments to ensure customer issues are addressed timely and appropriately.
· Review escalated matters to determine next steps, required follow-up, and appropriate internal resources.
· Maintain a strong understanding of company services, troubleshooting procedures, customer policies, escalation paths, and service expectations.
· Ensure customer interactions are handled professionally, accurately, and in alignment with company standards.
Hiring, Onboarding, and Training
· Participate in the recruiting, interviewing, and selection process for customer support roles.
· Support onboarding plans for new hires, including training schedules, shadowing, systems access, and role readiness.
· Ensure new team members understand department expectations, customer service standards, attendance requirements, escalation procedures, and performance metrics.
· Partner with Team Leads to identify knowledge gaps and support ongoing refresher training.
· Recommend training updates based on performance trends, customer feedback, process changes, and business needs.
Interdepartmental Collaboration
· Act as a liaison between Customer Support and other departments, including Network Operations, Client Success, Field Operations, and other internal teams.
· Coordinate with internal stakeholders to resolve customer issues, clarify responsibilities, and improve handoffs between teams.
· Share customer feedback, service trends, operational concerns, and process improvement recommendations with management.
· Support cross-functional communication to help ensure customer issues are resolved efficiently and accurately.
Compliance, Documentation, and Policy Support
· Ensure team members follow company policies, department procedures, attendance expectations, and customer communication standards.
· Maintain appropriate documentation related to coaching, performance discussions, escalations, attendance concerns, and operational issues.
· Partner with HR and management on employee relations matters, corrective action, leave/accommodation considerations, and policy interpretation as needed.
· Maintain confidentiality and professionalism when handling employee, customer, and company information.
Qualifications
· Prior customer service, call center, technical support, ISP, telecom, or related customer operations experience required.
· Prior team leadership, supervisory, or people management experience preferred.
· Strong coaching, communication, and conflict resolution skills.
· Ability to manage performance concerns professionally and consistently.
· Ability to monitor operational metrics and use data to identify trends, gaps, and improvement opportunities.
· Strong customer de-escalation and problem-solving skills.
· Ability to balance employee support, customer needs, business priorities, and service-level expectations.
· Comfortable using customer support systems, ticketing platforms, phone systems, reporting tools, and internal communication platforms.
· Ability to work effectively with cross-functional teams in a fast-paced service environment.
Physical and Work Environment Requirements
· This is a 100% on-site role.
· Must be able to work assigned shifts and support department coverage needs.
· Must be able to sit, use a computer, communicate by phone or chat, and work in a call center or customer support environment for extended periods.
· May be required to assist with coverage during periods of high call volume, staffing shortages, service disruptions, or urgent customer needs.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Work Location: In person
