Customer Support Supervisor

| Hybrid
Sorry, this job was removed at 11:31 p.m. (CST) on Wednesday, February 1, 2023
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Ready to be a Titan?
As a Customer Support Supervisor, you will help lead the support team, influence the company's continued success, and be a key part of the face ServiceTitan displays to its customers. The supervisor will ensure customer cases are handled efficiently and will share responsibility for the success of the team.
What you'll bring:

  • Lead a team of 10-15 direct reports comprised of Customer Support Advocates and Customer Support Leads.
  • Monitor team morale and ensure it stays at healthy levels
  • Ensure support cases are handled in a timely manner through monitoring case queues regularly and assigning to team members as needed
  • Act as a primary escalation resource for support agents needing managerial assistance with customers
  • Develop team member professional skills through 1:1s, performance reviews, and spot training
  • Review team interactions regularly & identify areas of opportunity for improvement
  • Team up with Support leadership to improve case quality and team efficiency by utilizing various tools at your disposal such as case QA, goal setting, optimizing workflows and more
  • Act as point of contact for other departments needing assignment of high priority support cases or assistance from support resources
  • Maintain documentation on support processes and resources
  • Maintain awareness of product enhancements and company news

To be successful in this role, you'll have...

  • 1-2+ years managing/leading a team
  • Displays leadership qualities and treats all ServiceTitan employees as part of one unified team
  • Excellent people skills: must be personable, patient, good-humored and empathetic
  • An efficient and effective problem-solver
  • Exceptional customer relationship skills and a clear view on what constitutes excellent customer service
  • A team player with strong communication and organizational skills-and an ability to "roll with the punches"

Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

  • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
  • Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
  • Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

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