Customer Support Supervisor

Essential Duties and Responsibilities

The Customer Support Supervisor is responsible for overseeing the daily operations of the support team, ensuring efficient resolution of customer issues, and maintaining isp.net's high standards for service excellence. This role involves managing escalations, mentoring and training team members, and driving performance through effective leadership and guidance. The Supervisor plays a pivotal role in optimizing workflows, fostering collaboration, and implementing strategies to improve customer satisfaction. This position offers an opportunity to lead a dynamic, fast-paced team while contributing to the continued success and growth of isp.net's technical support operations.

• Primary Responsibilities

• Supervise and support team members to ensure tasks are completed efficiently and effectively.
• Provide training and coaching to enhance employee skills and performance.
• Ensure smooth day-to-day operations within the team or department.
• Monitor and maintain compliance with company policies, safety standards, and industry regulations.
• Identify and resolve operational issues or escalate them to the Manager as needed.
• Act as the primary point of contact for team members, addressing questions, concerns, or challenges.
• Communicate updates, goals, and feedback from management to the team.
• Prepare and submit reports on team performance, progress, and operational metrics.
• Serve as the on-call contact after hours as needed.
• Coordinate with all departments as needed.
• Support and manage the LMS platform.
• Review employee timesheets
• Prepare and verify payroll reports, including timesheet validation and approval of payroll requests.
• Conduct annual and merit performance reviews.
• Administer and communicate disciplinary actions to employees.
• Collaborate with leadership from other departments to ensure seamless service delivery and enhance communication.
• Proactively identify opportunities for departmental improvement, recommend policy and procedure changes, and take ownership of organizational projects.
• Interview prospective employees and provide recommendations based on their skills and experience.

• Qualification and Skills:
  • Educational & Professional:
    • Proven ability to provide exemplary customer support and communication.
    • Strong interpersonal skills, including the ability to communicate with subordinates, senior leadership, and clients in a patient, empathetic, and clear manner.
    • Exceptional punctuality, attendance, and adherence to company policies, serving as a role model for the team.
    • Proficiency in Google Workspace and Microsoft 365.
    • Excellent written and verbal communication skills.
    • Knowledge of company policies, procedures, and industry standards
    • Soft Skills
      • Strong leadership and team management abilities.
      • Demonstrated ability to multitask and manage time effectively.
      • Ability to mentor and train team members.
      • Analytical thinking and decision-making.
      • Conflict resolution and problem-solving abilities.
      • Attention to detail and organizational skills.

Pay: $20.50 per hour

Benefits: 401(k), Health Insurance, Paid Time Off

How to Apply: Complete the form below and attach your resume