Customer Support Supervisor

POSITION OVERVIEW
The Customer Support Supervisor is responsible for supervising the Caliber and Payment Support teams. We are seeking a candidate with strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware, and excellent communication skills. This role requires a leader who is metric-driven and goal-oriented, with a demonstrated track record of developing people and improving team performance -- and who leads by example in every customer and internal interaction.

ESSENTIAL FUNCTIONS

• Manage schedules and coverage during hours of operation for local and remote support teams
• Manage case queue counts for team members to ensure all client responses are being followed up on and resolved in a timely manner
• Provide performance feedback to team members, as well as provide individual coaching
• Ensure the team is uptrained on new processes and answer questions regarding product support
• Display proficiency in SaaS products, including payment integrations
• Assign escalated cases to team members and/or assist in achieving timely resolutions
• Handle escalated client calls
• Step in on cases as a last resort to meet team KPIs, with a primary focus on using escalations as coaching and training opportunities rather than direct resolution
• Identify skill gaps across the team and deliver targeted training to build individual and team capability over time
• Model and enforce adherence to FRONTSTEPS policies, support protocols, and conduct standards across the team
• Perform other related duties as requested by management

• 1-3 years supervising a non-exempt and exempt customer-facing team, including performance coaching, scheduling, and managing workload, preferred
• 3+ years working with Caliber Accounting Software in a Management Company or HOA preferred
• Deep familiarity with a payment platform and processing within a SaaS business
• 5+ years of experience in a technical customer service/support setting, strong preference for operating in a technical space with a high degree of critical thinking and problem-solving, preferably in a SaaS environment
• Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames for a team
• Thoroughly understand, reproduce, and solve technical issues
• Able to handle escalated cases and customers with a high sense of urgency and follow through
• Able to work normal support cases at high velocity while driving customer satisfaction
• Passionate about continual learning and sharing knowledge
• Ability to communicate technical information to non-technical customers
• Comfortable supporting software both remotely and directly
• Strong team player who understands that proactive customer service comes first before anything else
• Ability to work cross-functionally with many people without being constrained by your job function
• Collaborative, upbeat work ethic where you can take ownership and have fun
• Demonstrated use of CRM applications

Benefits for Full Time roles include the following:

· Medical, Dental, and Vision

· Company-sponsored Life Insurance

· Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance

· FSA/HSA

· Paid Time Off

· Sick Time

· Paid covered employee parking

· 401k match

FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.

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