Supervisor of Support

ABOUT METRC

Metrc is the most trusted and experienced provider of cannabis regulatory systems in the United States and is growing extremely rapidly to expand globally. We provide a solution that combines advanced software, radio-frequency identification (RFID) technology, a dedicated customer-support team, and a secure database to track and trace cannabis from growth, harvest, and processing to testing, transport, and sale. As Supervisor of Support, you will have the opportunity to thrive in a fast-moving, fluid environment, and be passionate about implementing change, great processes and procedures in a commercial setting at a fast-growing technology company.

GENERAL OVERVIEW

The Supervisor of Support is responsible for overseeing daily support team operations, assisting with escalated customer inquiries, and ensuring efficient workflow. This role supports training initiatives, process adherence, and communication between team members and leadership. Additionally, the Supervisor is responsible for mentoring and professionally developing their direct reports while ensuring the team meets key performance indicators (KPIs) and company goals. The ideal candidate demonstrates strong leadership, problem-solving abilities, and a commitment to maintaining high service standards. 

KEY RESPONSIBILITIES

Core duties and responsibilities include the following. 

· Core duties and responsibilities include, but are not limited to: 

· Supervise and monitor the daily activities of Support team members, ensuring adherence to KPIs and company performance goals. 

· Provide guidance and mentorship to direct reports, ensuring professional growth and high performance aligned with business objectives. 

· Act as a resource for the Support team, answering questions and assisting with issue resolution. 

· Monitor and review employee performance, providing feedback and support as needed to drive improvement in key metrics. 

· Identify and escalate any concerns related to team performance or workflow inefficiencies to management. 

· Update and maintain accurate processes and templates for the Support team as needed. 

· Collaborate with cross-functional teams to resolve escalated issues. 

· Assist in resolving customer grievances and mentor employees through complex support scenarios. 

· Maintain availability to assist Support team members with supervisor-level customer interactions as needed. 

· Apply knowledge of support-specific guides, manuals, bulletins, Standard Operating Procedures (SOPs), and related references to validate proposed case resolutions. 

· Represent the Support team in relevant State conference calls as needed. 

· Conduct regular quality assurance (QA) evaluations and check-ins for direct reports, ensuring alignment with KPIs. 

· Maintain strict confidentiality regarding sensitive employee information. 

· Perform additional duties as assigned by management. 

· May perform other additional duties and responsibilities as assigned.

Management Responsibilities

· Directly supervise a team of Customer Support Representatives. 

· Conduct performance evaluations, coaching, and disciplinary actions. 

· Participate in hiring decisions, promotions, compensation recommendations, and terminations. 

· Approve schedules, time-off requests, and workforce allocation. 

· Develop departmental goals and monitor team performance against established objectives. 

· Exercise independent judgment in resolving operational and personnel matters.

QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

· High school diploma or equivalent required. 

· Minimum of 2 years of professional customer service/support experience. 

· Prior experience in a leadership or mentorship role preferred. 

· Strong problem-solving and decision-making abilities. 

· Excellent communication and interpersonal skills. 

· Ability to multitask and manage time effectively in a fast-paced environment. 

· Proficiency in Microsoft Word, PowerPoint, and Excel (or equivalent programs). 

· Strong organizational skills with attention to detail. 

· Ability to work remotely with discipline and reliability. 

· Willingness to adapt to changing priorities and business needs.

COMPETENCIES 

· Customer Service – Effectively manages difficult or emotional customer situations, responds promptly to needs, and seeks feedback to improve service. 

· Written Communication – Writes clearly and informatively, edits for grammar and clarity, adapts style to the audience, and presents data effectively. 

· Oral Communication – Speaks clearly and persuasively, listens actively, and responds appropriately to questions and discussions. 

· Teamwork – Balances team and individual responsibilities, welcomes feedback, contributes to a positive team culture, and supports group success. 

· Multitasking – Manages multiple priorities effectively while supervising both direct and indirect reports. 

· Professionalism – Maintains professionalism across all communication styles, whether interacting with state entities, industry users, or internal teams. Remains composed under pressure and high support volume. 

TRAVEL 

This position may require occasional travel. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT

· Remote position

· Frequently required to sit

· Frequently required to talk or hear

· Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard and mouse.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Metrc is an Equal Opportunity Employer, and all qualified applicants and team members will be considered for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, marital status, disability, genetic information, military or veteran status or any other characteristic protected by federal, state or local law.