Customer Support Supervisor
About the Role
TOPS Products builds tax and compliance software that businesses depend on when deadlines don't move. When customers need help, it's usually at the worst possible moment, and the answer has to be right
We're looking for a Customer Support Supervisor to lead our support team and own the quality of our support experience. You'll start by supervising onshore and offshore temporary staff, then help build a team of full-time hires. You'll run our support platform (Intercom and the Fin AI Agent), track performance, spot issue trends early, and close Help content gaps before they become ticket volume
What You'll Do
Team Leadership
Supervise onshore and offshore temporary staff, including coverage, escalations, and QA reviews
Get temporary staff productive quickly ahead of peak filing periods with training, macros, and playbooks
Enforce data-handling and access controls for customer and taxpayer information.
Help hire and onboard two full-time support roles as the team grows.
Platform & AI Agent
Own Intercom configuration, including workflows, routing, tagging, and escalation rules. Tune Help docs to raise AI chat resolution rate without sacrificing answer accuracy.
Own the Help center, and close content gaps surfaced by repeat questions and unresolved conversations.
Metrics & Insights
Track response time, resolution time, first-contact resolution, CSAT, and SLA adherence.
Spot emerging issues early and turn them into actionable tickets for the software team.
Deliver a monthly briefing to product and leadership on what’s breaking, confusing, and driving volume.
What Success Looks Like (First Year)
Peak filing season is handled with stable response times and quality.
Fin resolves more conversations, and its answers stay accurate.
Help content gaps are closed, and repeat questions are trending down.
Two full-time hires are in place and ramped up.
What You Bring
4+ years in B2B software support or support operations, including 1–2+ years leading agents
Experience managing distributed or offshore teams, contractors, or a staffing vendor.
Hands-on Intercom or Zendesk admin experience, including AI agent or chatbot configuration
A track record of building support reporting and presenting it to leadership
Strong writing, and the ability to explain complex things clearly to stressed customers.
Tax, accounting, fintech, or other compliance-driven industry experience is a plus.
Skills Required
- 4+ years of experience in B2B software support or support operations
- 1-2+ years of experience leading support agents
- Experience managing distributed or offshore teams, contractors, or a staffing vendor
- Hands-on Intercom or Zendesk administration experience
- Experience configuring AI agents or chatbots
- Track record of building support reporting and presenting it to leadership
- Strong written communication skills and ability to explain complex topics clearly
- Tax, accounting, fintech, or other compliance-driven industry experience
What We Do
TOPS Products manufactures and distributes organizational products that simplify everyday life. Its office and school supplies are designed to help people stay organized, productive, and innovative across work, school, and home settings. The company positions itself as a North American leader in office products and organizational solutions, emphasizing safety, integrity, convenience, and practical time-saving products for consumers and businesses through trusted brands and North American operations.
