Supervisor, Customer Support

Summary

Join Green Filing as the Supervisor of Customer Support and lead a team of specialists to deliver exceptional customer service. This remote role (Pacific Time) blends people management with hands-on support, requiring you to coach and motivate your team, handle complex escalations, and manage high-profile clients. You will oversee training, performance reviews, and professional development, while also monitoring key metrics and implementing quality assurance processes. Collaboration with other departments to enhance customer experience and streamline support operations is crucial. The position involves managing administrative tasks and analyzing customer feedback to inform strategic initiatives.

Requirements

• Bachelor’s degree in business, communications, or a related field preferred
• 2+ years of experience in a customer support role, including leadership or supervisory responsibilities
• Strong leadership, communication, and problem-solving skills
• Proven ability to lead teams, resolve complex customer issues, and make sound decisions under pressure
• Comfortable working in a fast-paced, dynamic environment
• Familiarity with CRM systems, customer support tools, and basic technical troubleshooting
• Excellent time management and organizational skills, with the ability to prioritize effectively

Responsibilities

• Lead, coach, and motivate a team of customer support specialists to deliver exceptional service
• Participate in frontline support and handle complex or high-impact escalations through resolution
• Oversee training, performance reviews, and professional development to maintain a skilled and engaged team
• Manage support for high-profile clients and 40+ branded e-filing partners
• Monitor and report on key metrics, ensuring adherence to performance standards and business goals
• Implement quality assurance processes, conduct regular audits, and drive continuous improvement
• Collaborate cross-functionally to enhance the customer experience and streamline support operations
• Analyze customer feedback to identify trends and inform strategic initiatives
• Manage administrative tasks including scheduling, timecards, and PTO requests

Preferred Qualifications

• Industry knowledge and experience with customer service best practices is a plus
• Ability to manage conflict and foster a positive team culture

Benefits

• $60,000 - $75,000 base pay
• 401(k) Match
• Medical, Dental, & Vision Insurance- 85% of employee premiums are covered by InfoTrack, and 70% for your family premiums
• Employer-funded Short/Long-Term Disability, Life, and Accidental Death & Dismemberment (AD&D) Insurance
• 20 Days of Paid Time Off (PTO)
• 11 Paid Holidays
• ���Be Me Time” off for mental health, re-charging, volunteering
• Matching Gift Program
• Monthly Internet Stipend for Remote Employees