Supervisor, Technical Support

POSITION OVERVIEW 

We are seeking a Supervisor of Technical Support to provide both frontline customer support and leadership within our support team. This role is ideal for an internal candidate who has demonstrated the ability to serve as a lead, mentor, and point of operational oversight—even without formal management experience. The Supervisor will balance hands-on customer interactions with guiding and developing team members, ensuring that technical issues are resolved efficiently and service quality remains high. 

KEY RESPONSIBILITIES 

• Customer Support & Technical Expertise 

• Provide direct, high-quality technical support to customers across our products and services. 

• Troubleshoot complex technical issues and serve as an escalation point for team members. 

• Maintain deep product knowledge and continuously develop expertise to support evolving technologies. 

• Team Leadership & Mentorship 

• Act as a mentor and role model for support team members, sharing best practices and encouraging skill development. 

• Provide daily operational oversight, including queue management, case assignment, and issue prioritization. 

• Offer coaching, informal training, and constructive feedback to strengthen team performance. 

• Operational Oversight 

• Monitor support activity and ensure service level agreements (SLAs) and quality standards are met. 

• Assist in documenting processes, troubleshooting guides, and knowledge base articles. 

• Partner with the Head of Support Operations to identify trends, escalate systemic issues, and recommend process improvements. 

• Monitor support activity and ensure SLAs and quality standards are met, driving measurable outcomes such as response times, resolution rates, and customer satisfaction targets. 

• Cross-Team Collaboration 

• Work closely with Product, Engineering, and Customer Operations teams to advocate for customer needs and provide feedback on recurring issues. 

• Support communication between support staff and other departments to ensure alignment and resolution of escalations. 

• Contribute to strategic support initiatives, helping to shape processes, tools, and customer experience improvements in partnership with leadership. 

QUALIFICATIONS 

• Proven experience in a customer technical support role, with demonstrated success in handling complex technical cases. 

• Experience acting as a team lead, mentor, or subject matter expert within a support environment. 

• Strong technical aptitude and the ability to quickly learn and apply product knowledge. 

• Excellent problem-solving and troubleshooting skills, with a customer-first mindset. 

• Effective communicator with the ability to coach peers, collaborate across teams, and interact directly with customers in a professional manner. 

• Highly organized, adaptable, and able to balance hands-on casework with team support responsibilities. 

• Strong interpersonal skills, including empathy, active listening, and conflict resolution, to foster a positive and supportive team culture. 

PREFERRED SKILLS

• Prior experience in a supervisory, lead, or shift coordinator role. 

• Familiarity with support ticketing systems and reporting tools (e.g., Zendesk, Jira, Salesforce). 

• Strong documentation skills, including knowledge base and procedural writing. 

BENEFITS

• Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
• Paid parental leave
• Medical and Dependent FSA
• 401K match
• Unlimited PTO
• Ten company holidays
• 1 Volunteer day
• Summer Friday's
  
  Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.