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Customer Support

Tier 2 Support Supervisor Full Time NEW

Summary:

  • Center is passionate about empowering businesses with innovative financial solutions and exceptional customer support.
  • The Tier 2 Support Supervisor will lead a team of Tier 2 Support Analysts and drive operational excellence within the support team.
  • The role focuses on providing effective, timely, and empathetic customer assistance while managing escalations and improving support operations.
  • The position requires someone who thrives on problem-solving, is solutions-oriented, and has experience in managing customer support teams.

Responsibilities:

  • Live monitor performance metrics such as Call Wait Times, Initial Response Time, Case Handling Time, First Contact Resolution, CSAT, Responsiveness Score, and Aging Customer Responded cases.
  • Address and manage internal and external escalations, serving as the primary point of contact for the Tier 2 Support team.
  • Audit cases, phone calls, and chats to ensure compliance with internal processes and maintain quality standards.
  • Proactively manage complex issues, including Bank Returns, Temporary Line Increases, and Early Paydown Management.
  • Keep Tier 2 Support Team wikis up to date, coordinating regular content refresh initiatives.
  • Conduct regular one-on-one meetings with team members, providing constructive feedback and career development guidance.
  • Collaborate cross-functionally to identify opportunities for process improvement and optimize workflows.

Requirements:

  • Proven experience in managing or supervising a customer support team.
  • Strong analytical skills with the ability to monitor and interpret performance metrics.
  • Experience addressing escalated customer cases with a focus on resolution and customer satisfaction.
  • Ability to audit and ensure compliance with support protocols and processes.
  • Proficiency in knowledge management and documentation best practices.
  • A track record of coaching and developing team members to achieve their full potential.

Benefits:

  • Competitive salary ranging from $90,000 – $106,000 annually.
  • Performance bonus and equity.
  • Generous paid time off, including 9 Paid Holidays and Paid Parental Leave.
  • Commuter Stipend and comprehensive health benefits (Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA).
  • 401(k) participation.
  • Self-Managed PTO plan.

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