Operations Supervisor - Support

The Operations Supervisor assists in overseeing and directing the weekly and monthly activities of the Support team. This role drives team results by maximizing the individual contribution of each of their direct reports. The Supervisor's number one priority is their people management responsibilities including; hiring the right team members, ensuring direct reports get the training and development they need, coaching each employee to optimal performance and guiding their direct reports to reach their greatest growth potential. People management is a critical aspect of this role and having a passion for developing others is an absolute necessity.

Team Leadership & Development

• Lead a team of employees - providing guidance, support and motivation to ensure high levels of performance and productivity.
• Set clear expectations and goals for direct reports, providing regular feedback and coaching to help them achieve their objectives.
• Identify training and development needs within the team and coordinate with relevant stakeholders to implement effective learning initiatives.
• Host recurring 1:1s with direct reports that are focused on building personal connections, delivering performance results, providing mentorship and discussing career pathing and ambitions.

Performance Management

• Monitor and evaluate individual performance of their direct reports.
• Conduct regular performance reviews and provide constructive feedback to team members to drive continuous improvement.
• Identify and address performance issues promptly
• Execute the performance management process - takes responsibility for their direct reports' performance and drives accountability.  Sets clear goals and expectations, tracks progress, provides consistent feedback and works with their manager to address performance problems promptly.  
• Help their team members develop their skills and capabilities while providing support and guidance as needed.

Hiring & Training

• Participate in the selection process of new employees, including interviewing candidates and providing input on hiring decisions.
• Collaborate with relevant stakeholders to ensure a smooth onboarding process for new team members, facilitating their integration into the team and organization.
• Ensure their team members have the training and knowledge they need to be confident in their job duties and provide exceptional experiences for our users.

Team Collaboration and Communication

• Foster a culture of positivity, open communication, collaboration and knowledge sharing among team members.  Drive engagement and culture across the team to ensure that Snapdocs remains a great place to work and grow. 
• Coordinate and lead team meetings, ensuring effective communication of goals, priorities, updates and resources.  Provide a space for the team to build camaraderie and trust.
• Act as a liaison between team members and upper management, relaying relevant information and advocating for team needs and concerns.
• Address conflicts and interpersonal issues within their team in a timely and effective manner, promoting a respectful and inclusive work environment.

Operational Efficiency

• Manage time and attendance processes for their direct reports.
• Participate in workforce management activities to ensure we have the right people in the right place at the right time and that team members have optimized schedules that enable them to be successful in their role.
• Monitor team productivity and efficiency, identifying areas for improvement and implementing strategies to optimize workflows and processes.

Behaviors/Attributes for ADA and employee relations purposes: 

• Maintains regular and punctual attendance
• Works cooperatively with others
• Works in a remote (quiet environment)
• Has a functioning high-speed internet connection
• Complies with all company policies and procedures
• Shows up to meetings on time, ready to listen & participate
• Manages a calendar/schedule

Minimum Qualifications:

• Bachelor’s degree preferred, major doesn’t matter
• At least 2-4 years of relevant work experience in a customer facing role
• A minimum of 2 years of direct people management experience is required

Knowledge/Skills/Competencies:

• Strong understanding of traditional customer service KPIs: NPS (net promoter score), CSAT (customer satisfaction), FCR (first contact resolution), handle time, phone call abandonment rate, SLA etc.
• Experience with any CRMs or technology tools (Hubspot, Salesforce Service Cloud, Zendesk, Dialpad, Jira, etc)
• Experience building trust and rapport with a team, has strong interpersonal skills, can motivate & influence others
• Is a strong interviewer.  Asks the right questions and is able to identify top talent Specialist and Lead candidates.  Takes good notes and can effectively articulate their opinions in a feedback session.
• Comfortable with navigating ambiguity and can adapt to change quickly
• Seeks corrective feedback, coachable
• Team player, makes work lighter and easier for the rest of the team, assumes positive intent, leads with empathy
• Has strong time management and organizational skills
• Sees problems as opportunities to serve, finds solutions and make an impact, has a bias for action
• A natural passion for creating exceptional customer experiences
• Strong communicator, the ability to communicate clearly across geographic locations and time zones
• Active listening, skilled at making others feel heard

If you are located in the SF Bay Area, NYC, or Seattle Metro area, the salary range for this role is $68,000 - $102,000. For all other locations, the range is $59,500 - $89,500. The range displayed on each job posting reflects the target for new hire salaries for the position in this location. Within the range, individual pay is based on the successful candidate’s experience and qualifications.