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Tier 2 Support Supervisor

Remote:

Full Remote

Contract:

Full time

Work from:

Minnesota (USA), United States

Offer summary

Qualifications:

Proven experience in customer support management, Strong analytical skills for performance metrics, Experience with escalated customer issue resolution, Proficiency in documentation best practices.

Key responsabilities:

Lead and monitor the Tier 2 Support team
Audit compliance and manage complex customer issues

Center (getcenter.com) SME https://getcenter.com/

51 - 200 Employees

See more Center (getcenter.com) offers

Job description

At Center, we are passionate about empowering businesses with innovative financial solutions and exceptional customer support. As a Tier 2 Support Supervisor, you will play a key role in driving operational excellence within our support team, ensuring our customers receive timely, effective, and empathetic assistance. This role is ideal for someone who thrives on problem-solving, is solutions-oriented, and has a passion for improving support operations. You will lead a team of Tier 2 Support Analysts, monitor key performance metrics, and act as a key escalation point for high-impact cases.

You Will Have the Opportunity To:

Live monitor performance metrics such as Call Wait Times, Initial Response Time, Case Handling Time, First Contact Resolution, CSAT, Responsiveness Score, and Aging Customer Responded cases.

Address and manage internal and external escalations, serving as the primary point of contact for the Tier 2 Support team.

Audit cases, phone calls, and chats to ensure compliance with internal processes and maintain quality standards.

Proactively manage complex issues, including Bank Returns (Corpay payment not received), Temporary Line Increases, and Early Paydown Management.

Keep Tier 2 Support Team wikis up to date, coordinating regular content refresh initiatives.

Conduct regular one-on-one meetings with team members, providing constructive feedback and career development guidance.

Collaborate cross-functionally to identify opportunities for process improvement and optimize workflows.

What You Will Bring to the Role:

Proven experience in managing or supervising a customer support team.

Strong analytical skills with the ability to monitor and interpret performance metrics.

Experience addressing escalated customer cases with a focus on resolution and customer satisfaction.

Ability to audit and ensure compliance with support protocols and processes.

Proficiency in knowledge management and documentation best practices.

A track record of coaching and developing team members to achieve their full potential.

Personal Attributes:

Solutions-oriented mindset with a passion for improving operations.

Excellent communication and interpersonal skills.

Proactive and adaptable approach to problem-solving.

Detail-oriented with a commitment to accuracy and quality.

Empathetic leadership style with a focus on team development and morale.

Ability to thrive in a fast-paced, dynamic environment.

Join us at Center and be part of a team that values collaboration, innovation, and excellence in delivering exceptional support experiences to our customers.