Supervisor, Customer Support

ABOUT THE JOB:  

The role involves monitoring and evaluating agent performance against KPIs, managing ticket queues for efficient task distribution, and ensuring agents are consistently engaged. Key responsibilities include identifying and addressing training needs, collaborating with Training and Dev to improve documentation, and creating a feedback loop to enhance resources. The role also involves analyzing performance data to identify trends and preparing reports for senior management. Additionally, it focuses on maintaining high customer satisfaction by ensuring professional interactions and continually working to improve the overall customer experience.

This is a hybrid position based at our Plano, Texas headquarters, with in-office presence required Tuesday through Thursday each week. 

What You’ll Do:  

• Performance Management: Monitor and evaluate agent performance against set KPIs, including tickets taken, ticket solve rates, first response times, and total resolution times. Implement strategies to ensure the team consistently meets or exceeds these targets.

• Queue Management: Actively manage ticket queues to ensure efficient distribution and prioritization of tasks. Ensure agents are always engaged with active queues, optimizing workload distribution and minimizing idle time.

• Training and Development: Identify training needs for agents struggling to meet performance targets. Develop and deliver targeted training sessions to address these gaps, enhancing the team's overall capability and efficiency.

• Feedback Loop Coordination: Collaborate with Training to identify areas where documentation and support materials are lacking. Facilitate a feedback loop where such gaps are communicated and addressed, ensuring that agents have access to the necessary resources to improve ticket resolution times.

• Reporting and Analysis: Regularly analyze performance data to identify trends, areas for improvement, and successes. Prepare and present reports to senior management, highlighting achievements and outlining action plans for addressing any challenges.

• Customer Satisfaction: Ensure all customer interactions are handled professionally and in line with company standards. Monitor customer feedback and work with the team to improve the overall customer experience.

• Other duties as required

What You’ll Bring:  

• 5+ years of experience in a customer support or customer service environment, with at least 3+ years in a supervisory or team lead role

• Proven experience managing agent performance using KPIs such as SLAs, CSAT, first response time, and resolution time

• Strong coaching and people-management skills, with the ability to motivate, develop, and hold team members accountable

• Demonstrated ability to analyze performance data, identify trends, and translate insights into actionable improvement plans

• Experience with ticketing and customer support platforms (e.g., Zendesk, Freshdesk, ServiceNow, or similar)

• Excellent written and verbal communication skills, with the ability to provide clear feedback and present reports to senior leadership

• Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment

• Ability to collaborate cross-functionally with Training, Product, and Enablement teams

• Customer-focused mindset with a commitment to delivering high-quality service and continuous improvement

At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future. 

About Tapcheck:  

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis. 

The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they’ve earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances. 

How We Get Things Done:  

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.  

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.

• Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth. 

• Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.

• Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company. 

Why Join Tapcheck?  

• Competitive base 

• Flexible Time Off

• Health Insurance

• Dental Insurance

• Vision Insurance

• 401K Match 

Compensation: $80K + Bonus. The actual base salary will depend on numerous factors such as: location, experience, training, knowledge. and skills. Tapcheck reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role. 

Equal Employment Opportunity Policy 

Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.