A2 Hosting is currently looking for an experienced Technical Support Supervisor to join our Support team! The Technical Support Supervisor is a people-focused leader that will oversee the success of their team through support, coaching, and shift management to drive customer service success.
Working alongside a team of passionate professionals and leaders, the Technical Support Supervisor will be an integral part of ensuring that A2 Hosting is a leader in customer-focused web hosting services while supporting the support team as a whole.
Shift Information- 8:00am – 4:00pm US Eastern Time, at least one weekend day required
What you’ll do:
- Oversee day-to-day contact center duties focused on team and shift operations, including scheduling and shift management, approving time cards, and monitoring queues to ensure smooth workflow and adherence to organizational standards
- Act as a mentor and role model for team members within the Support department by providing guidance and technical advice, and handling customer escalations as needed while reinforcing our mission and core values
- Track and manage the productivity and performance results of support team members
- Develop and execute monthly coaching plans for team members with a focus on career development and performance
- Prioritize coaching by fostering regular communication, nurturing strong interpersonal bonds, providing constructive feedback, and emphasizing skill enhancement
- Manage ongoing career development and training of team members through onboarding, performance reviews, coaching, and disciplinary actions as needed
- Create and present comprehensive business reviews that provide KPI stats, team insights, and additional information that can assist with both short and long-term strategic planning
- Provide a continuous feedback loop to the Support leadership team regarding performance, blockers, achievements, and opportunities
- Take proactive responsibility for addressing obstacles and difficulties as they emerge; actively seek resolutions while prioritizing open and transparent communication with all stakeholders
- Foster a strong customer-focused mindset within the team by engaging with customers to foster positive relationships and enhance overall satisfaction
Required Experience
- A minimum of 2-4 years of team leadership experience required, including supporting motivating, and guiding a high-performing team; preferably in a customer-service-based technical support organization
- Prior experience in coaching team members is required; certifications or familiarity with well-known coaching standards are a plus
- A minimum of 2 years of relevant customer-service experience with omni-channel queue management is required
- Experience in web hosting with the ability to troubleshoot, diagnose, and resolve web hosting-related issues strongly preferred
- Experience in a remote work environment, ideally with a globally dispersed team, is very strongly preferred
Required Skills
- Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members through all utilized channels (email tickets, live chat, and phone)
- Ability to maintain a high level of professionalism and empathy while interacting with and assisting customers, team members, and others within the organization
- Effective time management skills with the ability to thrive in a fast-paced technical support environment
- Exceptional interpersonal skills with the ability to support, motivate, inspire, and guide a high-performing team
- Solutions-oriented with strong problem-solving skills, the ability to troubleshoot, diagnose, and resolve problems in a professional and empathetic manner
- Comfortable with learning new technical skills and adapting to new technologies/software
- CPCP and/or CWA certifications are a huge plus
- Hands-on experience working with WHMCS preferred
- Professional experience working in an Agile environment preferred, Jira experience a plus
- Basic understanding of, or professional exposure to, process improvement and project management methodologies a plus
Requirements for Internal Candidates:
- A minimum of 6 months tenure in current role with positive feedback from current supervisor
- A proven record at A2 Hosting of good performance and a history of proactive communication; experience with cross-department collaboration a plus
- Formal supervisory/leadership experience may be waived for internal candidates who have demonstrated high levels of unofficial leadership, team motivation, and collaboration in their current roles
- Intermediate knowledge of the different A2 Hosting products with experience utilizing support department tools
- Support-department specifics:
- A Quality Assurance score of 95% or higher
- A continued productivity score of 4 items or better completed per hour
- An overall CSAT score of 92% or higher
- Consistently in the top 20% of QA scores within the department