Customer Support Supervisor

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Pluss, part of the Fullsteam organization, provides shop management software with embedded payments processing, inventory management, and integrated accounting to Heavy Duty Truck and Trailer Repair businesses.
 

The Customer Support Supervisor provides day‑to‑day oversight of Pluss’ Point of Sale (POS), Accounting, and IT support teams, ensuring consistent execution, strong performance, and a high‑quality customer experience. This role partners with Team Leads to manage coverage, escalations, KPIs, coaching, and continuous process improvement across support functions.
 
Primary Responsibilities:

Team Supervision & People Management

• Provide daily supervision and support to POS Technicians, Accounting Technicians, and IT Technicians.
• Partner with Team Leads to manage scheduling, workload balancing, and coverage across support functions.
• Conduct regular one‑on‑ones, performance check‑ins, and coaching conversations.
• Support onboarding, training, and ongoing development of support team members.
• Address performance issues promptly and professionally, escalating to HR or leadership as appropriate.
   

Performance Management & KPIs

• Work with Team Leads and Operations leadership to define, track, and report on key performance indicators (KPIs), including response times, resolution times, backlog, quality scores, and customer satisfaction.
• Monitor daily and weekly performance trends and proactively address risks to service levels.
• Ensure consistent adherence to support standards, escalation guidelines, and documentation requirements.

Process Improvement & Operational Excellence

• Identify gaps, inefficiencies, and recurring issues in support workflows across POS, Accounting, and IT.
• Partner with Team Leads to recommend and implement process improvements that enhance efficiency, quality, and consistency.
• Support documentation and standardization of support procedures, playbooks, and escalation paths.
• Collaborate with Operations, Sales, Product, and Development teams to surface systemic issues and improvement opportunities.

Customer Experience & Escalation Management

• Ensure a high‑quality, professional customer experience across all support interactions.
• Act as a point of escalation for complex or sensitive customer issues, as needed.
• Help reinforce a customer‑first culture focused on timely resolution, clear communication, and accountability.
• Monitor trends in customer complaints or feedback and work with leadership to address root causes.

Cross‑Functional Collaboration

• Collaborate closely with Operations leadership and Team Leads to ensure alignment on priorities and customer needs.
• Coordinate with Product, Development, and Payments teams when support issues require cross‑functional resolution.
• Provide leadership visibility into team capacity, risks, and improvement opportunities.

Skills & Competencies:

• Frontline People Leadership: Ability to effectively lead and supervise multi‑disciplinary support teams with consistent coaching, feedback, and performance management.
• Operational Execution & Coverage Management: Proven capability to manage day‑to‑day support operations, including staffing, scheduling, workload balancing, and queue health across POS, Accounting, and IT teams.
• Performance & KPI Management: Strong analytical mindset to establish, track, and manage support KPIs, and translate performance data into actionable insights and coaching.
• Process Discipline & Continuous Improvement: Demonstrated ability to identify gaps and inefficiencies in support workflows, standardize processes, and drive consistent execution through documentation and clear escalation paths.
• Sound Escalation Judgment: Strong decision‑making skills when handling complex or sensitive escalations, balancing speed, quality, customer impact, and operational risk.
• Customer Experience Orientation: Clear focus on delivering a high‑quality, professional customer experience through effective communication, resolution ownership, and accountability.
• Cross‑Functional Collaboration: Ability to work effectively with Operations, Product, Development, Payments, and Customer Success to resolve systemic issues and improve end‑to‑end outcomes.
• Change & Growth Leadership: Skilled at guiding teams through growth, change, or transformation while maintaining stability, clarity, and service quality.
• Execution Reliability: Highly organized, comfortable prioritizing in a fast‑paced environment, with strong follow‑through and consistency in delivering results.

Minimum Qualifications:

• 3+ years of experience in customer support, technical support, or operations, with at least 1–2 years in a supervisory or team lead role.
• Experience managing or supporting technical teams (POS systems, accounting software, IT support, or similar environments).
• Strong people‑management skills, including coaching, performance management, and conflict resolution.
• Proven ability to track and manage KPIs and operational metrics.
• Excellent communication, organization, and problem‑solving skills.
• Exposure to process improvement or operational excellence initiatives.

Salary range: $58,000-$72,000

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.