Customer Support Supervisor

Fullsteam

Customer Support Supervisor managing daily operations for support teams at Fullsteam. Ensuring high-quality customer experience and effective performance management.

Posted 6/7/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $58,000 - $72,000 per yearWebsite

About the role

Key responsibilities & impact

Provide daily supervision and support to POS Technicians, Accounting Technicians, and IT Technicians.
Partner with Team Leads to manage scheduling, workload balancing, and coverage across support functions.
Conduct regular one‑on‑ones, performance check‑ins, and coaching conversations.
Support onboarding, training, and ongoing development of support team members.
Address performance issues promptly and professionally, escalating to HR or leadership as appropriate.
Work with Team Leads and Operations leadership to define, track, and report on key performance indicators (KPIs).
Monitor daily and weekly performance trends and proactively address risks to service levels.
Ensure consistent adherence to support standards, escalation guidelines, and documentation requirements.
Identify gaps, inefficiencies, and recurring issues in support workflows across POS, Accounting, and IT.
Collaborate with Operations, Sales, Product, and Development teams to surface systemic issues and improvement opportunities.

Requirements

What you’ll need

3+ years of experience in customer support, technical support, or operations, with at least 1–2 years in a supervisory or team lead role.
Experience managing or supporting technical teams (POS systems, accounting software, IT support, or similar environments).
Strong people‑management skills, including coaching, performance management, and conflict resolution.
Proven ability to track and manage KPIs and operational metrics.
Excellent communication, organization, and problem‑solving skills.
Exposure to process improvement or operational excellence initiatives.

Benefits

Comp & perks

Health insurance
401(k) matching
Professional development opportunities
Paid time off
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supporttechnical supportoperations managementperformance managementKPI trackingprocess improvementconflict resolution

Soft Skills

people managementcoachingcommunicationorganizationproblem solving