Technical Support Supervisor

Company Summary

Publishing.com empowers individuals from all walks of life to generate meaningful income streams through book publishing. As a leading online education platform, we specialize in guiding our students through the processes of writing, publishing, and selling books and audiobooks on major platforms like Amazon and Audible. We are thrilled to announce that Publishing.com has been recognized as the 19th fastest-growing private company in America for 2023, according to the prestigious Inc. 5000 list. Over the past two years, we've experienced an incredible 30% year-over-year growth and expanded our team by 500%. Recently, we hit a major milestone by helping 60,000+ students through our programs.

Our mission is to become the premier destination for all publishing-related needs. In line with this vision, we are excited to announce the launch of our latest innovation, Publishing.ai, a software designed to revolutionize the publishing industry further. This year marks a significant milestone in our journey toward achieving our goal, as we continue to expand our offerings and support our community of publishers.

About The Role

Publishing.com is seeking an experienced and competent individual to join our team as a Technical Support Supervisor. As a Technical Support Supervisor, you will be responsible for leading a team of Technical Support Representatives and working closely with our product team to provide top-notch support to users of our software. 

Your team will be directly responsible for managing incoming support requests, building tools to improve the support process, and addressing customer issues. You will work closely with other supervisors in the support team and other stakeholders to identify, communicate, track, and resolve issues efficiently. 

Our ideal candidate is an individual who understands the nature of the help desk environment and is passionate about working closely with team members and clients to ensure that software issues of a highly technical nature are resolved in a timely and efficient manner.

Responsibilities

• Lead and manage the daily tasks of a technical support team.
• Hire, train, onboard, and ensure quality performance of both current and future support staff.
• Develop and maintain SOPs, process documents, and workflows for the team.
• Handle ticket escalations, authorize requests, and ensure technical support reps follow policies.
• Respond promptly and accurately to customer inquiries via phone, email, chat, or community platforms, providing orientation and education when needed.
• Create bug reports and escalate them to the development team; manage the bug reporting process to enhance efficiency and workflow between teams.
• Produce detailed product documentation and knowledge base articles to aid customer education.
• Test and evaluate new product features, providing feedback to the development team.
• Track, analyze, and report product issues; share feature requests and effective workarounds with the team.
• Ensure team and individual KPIs are met, meeting assigned deliverables and performance standards.
• Develop, refine, and maintain team SLAs to ensure service quality.
• Conduct regular 1:1s with team members to support their development.
• Other duties as assigned.

Requirements

• 3+ years of experience in software support roles, such as tech support or desktop support, assisting non-technical users.
• Strong understanding of the processes and best practices in a high-performing technical support team.
• Experience escalating bugs and collaborating with software teams to reproduce, prioritize, and resolve issues.
• Proficiency with Windows, Linux, and Mac OS.
• Familiarity with HubSpot, ClickUp, remote desktop tools, and help desk software.
• Skilled in troubleshooting common software issues.
• Strong attention to detail, problem-solving abilities, and multitasking skills.
• Excellent interpersonal skills with clear written and verbal communication.
• Passionate about customer service with the ability to learn quickly and work independently.
• Enthusiastic about building connections and growing a career at Publishing.com.
• Able to collaborate effectively with stakeholders and teammates to achieve shared goals.

Compensation

Why Publishing.com?

At Publishing.com, our dedication to our mission and core values isn't just talk; it's reflected in how we treat our team. We believe in nurturing our employees' well-being, supporting their families, and empowering them to contribute to their communities. Here's how we stand out:

• Recently recognized as #19 on the Inc 5000's list of Fastest Growing Private Companies in America for 2023
• We are a completely remote team located worldwide with 100+ employees
• We have great benefits including paid time off (PTO), competitive health, vision, and dental benefits, 401k, and team socials...yes, even remotely
• We care about our culture deeply and live by our company values (1) Service that WOWs, (2) Ultimate Team Player, (3) Great Freakin' Attitude, (4) Billion Dollar Standards
• We encourage learning, growth, and continuous improvement and create meaningful programs to support our employees' professional development
• If you want to join a team on the ground floor, this is your chance: we are expanding beyond being an education company to become the one-stop shop for all your self-publishing needs