Support Services Supervisor

CherryRoad is seeking to hire a Support Services Supervisor to oversee our internal and external customer service teams supporting both internal and external customers. This position will be responsible for day-to-day team operations, service quality, ticket management, training, and performance.

The ideal candidate is a hands-on leader who can manage competing priorities, coach employees, and make sure customers receive timely, professional, and effective support.

Responsibilities Include:

·       Supervise the daily operations of the customer service area, which includes a technology service desk.

·       Monitor calls, emails, voicemails, and tickets to make sure customer requests are handled promptly.

·       Review tickets for proper documentation, prioritization, assignment, follow-up, and resolution.

·       Monitor team performance and service levels, including call volume, handling rates, voicemail, ticket volume, and response times.

·       Handle escalated customer issues and provide guidance to team members.

·       Provide ongoing coaching, feedback, and training to staff.

·       Identify training needs and help develop training materials and procedures.

·       Maintain and update the support knowledge base as products, processes, and procedures change.

·       Identify recurring customer issues and work with other departments to improve processes and resolve issues.

·       Works with the manager to provide updates on team performance metrics, service issues, and areas for improvement.

·       Be available for after-hours and weekend escalations from the agents involving emergencies, urgent customer issues, or critical support matters.

·       Other duties as assigned  

Required Qualifications

·       5+ years of experience in customer service, technical support, helpdesk, or call center operations.

·       Previous supervisory or team-lead experience.

·       Strong customer service, communication, and problem-solving skills.

·       Excellent organizational and time-management skills.

·       Experience with ticketing or customer support systems.

·       Experience with call center metrics and performance management.

·       Experience maintaining a knowledge base or supporting documentation.

·       Ability to coach and develop employees.

·       Comfortable handling difficult and escalated customer situations.

·       Strong attention to detail and follow-through.

·       Ability to work effectively in a fast-paced, multiple customer support environment.

As a CherryRoad employee, you can expect to work with seasoned and practical experts to deliver solutions that maximize enterprise performance. And, unlike some bigger companies where you often get lost in the crowd at CherryRoad you can expect a refreshing and personal culture that encourages idea sharing and collaboration. Here, your knowledge, abilities, and work experience count. Your contributions are meaningful and appreciated.

At CherryRoad Technologies opportunity becomes a