CS Technical Support Supervisor

Key Responsibilities 

• Directly supervise the PC / technical support team (Specialists) — hiring, onboarding, coaching, and performance management. 

• Set clear goals and deliver regular feedback, development plans, and career growth; conduct one-on-ones and performance reviews. 

• Build a customer-first culture — model empathy, professionalism, and low-effort service across the team. 

• Own team KPIs — CSAT, AHT, ASA, abandon rate, QA, and service levels — monitoring daily performance and driving improvements. 

• Manage staffing, scheduling, and workforce coverage across phone, chat, and callbacks, including peak-season planning. 

• Partner with QA and Training on calibration, quality, and continuous skill development (formal certification delivered through external programs). 

• Execute the pre-sales and post-sales strategy — turn consultations into confident purchases (conversion, attach, AOV) and resolve issues that prevent returns. 

• Stand up and scale new capabilities — on-site troubleshooting, callback scheduling, and remote screen-share / live assist. 

• Measure and prove pre-sales revenue impact; report results to leadership. 

• Partner with PMs and Marketing on an education-first Knowledge Base and FAQs — improving self-service and reducing repeat contacts. 

• Enable the broader CS frontline — cheat-sheets, warm-transfer standards, and knowledge sharing so more technical contacts resolve at first touch. 

• Own the training and certification program — onboarding curriculum, CompTIA A+ and Network+ attainment tracking, voucher and budget management, and completion rates — partnering with the Lead on technical content. 

• Run quality assurance: call and chat monitoring, scorecards, calibration sessions, and targeted coaching based on observed gaps. 

• Own team-level service metrics — SLA attainment, first-contact resolution, escalation rate, handle time, and CSAT — and report performance and trends to CS leadership. 

• Own executive and complex escalations end to end; analyze root causes and implement fixes that prevent recurrence. 

• Partner cross-functionally with Product Management (category collaboration and escalation path), Tech / Genesys (routing, IVR, chatbot), Logistics, and Marketplace to resolve customer-impacting issues. 

• Ensure the team maintains deep technical expertise — personally credible, and developing a senior specialist as the designated technical escalation point (especially where no separate Lead role exists). 

• Translate the teams technical root-cause findings into concrete training, process, and staffing actions, and route product or vendor-facing issues to the right partners. 

• Own recruiting and onboarding for the team — headcount planning, screening, and ramp serving as technical interviewer. 

• Own the operational rollout of the onsite-troubleshooting pilot: staffing model, scheduling, cost tracking, and success criteria, with the Lead owning the technical protocol. 

• Leverage AI to raise quality and efficiency — agent-assist (CS Co-Pilot), AI-driven QA, and analytics for root-cause and contact-driver insights — and build it into the team's workflow and self-service. 

• Embraces AI and automation to improve the customer experience and scale the team. 

• Handle customer contacts directly during peak volume, coverage gaps, and complex cases — staying hands-on, credible with the team, and close to the customer experience. 

Qualifications 

Required 

• Experience supervising or formally leading a customer-facing support, contact center, or technical services team. 

• Working understanding of PC hardware and technical support workflows — sufficient to assess quality, coach effectively, and make sound prioritization calls. 

• Demonstrated experience with quality assurance practices — monitoring, scorecards, and calibration — in a support environment. 

• Experience with scheduling, coverage planning, or workforce management for a shift-based team. 

• Track record of developing people: onboarding programs, certification or skills tracking, and performance improvement. 

• Ability to deliver direct, specific feedback and manage performance conversations with professionalism. 

• Ability to work on-site in Diamond Bar with a schedule aligned to team coverage needs, including some evenings, weekends, and holidays. 

Preferred 

• CompTIA A+ or an equivalent technical credential. 

• Experience in e-commerce, retail, or technical-retail customer service at scale. 

• Experience standing up a new service channel, program, or pilot from the ground up. 

• Familiarity with CRM/ticketing platforms and support reporting tools. 

• Experience managing a team that includes a senior technical individual contributor. 

Leadership & Core Competencies 

• Builds capability rather than dependency — develops Specialists so that escalation volume falls over time. 

• Comfortable managing someone with deeper technical expertise than their own, and secure enough to defer on technical calls. 

• Manages by evidence — uses QA data and service metrics to decide where to coach, staff, and invest. 

• Direct and fair in feedback; addresses performance issues early rather than letting them compound. 

• Stays composed and organized through peak-season volume and staffing crunches. 

• Connects day-to-day service quality back to what it costs the business — returns, repeat contacts, and customer retention.