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.
Work with Team Leads and Operations leadership to define, track, and report on key performance indicators (KPIs).
Monitor daily and weekly performance trends and proactively address risks to service levels.
Ensure consistent adherence to support standards, escalation guidelines, and documentation requirements.
Identify gaps, inefficiencies, and recurring issues in support workflows across POS, Accounting, and IT.
Collaborate with Operations, Sales, Product, and Development teams to surface systemic issues and improvement opportunities.

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.

Customer Support Supervisor

Key skills