CS Technical Support Supervisor

Key Responsibilities

• Directly supervise the PC / technical support team (Specialists) - hiring, onboarding, coaching, and performance management.
• Set clear goals and deliver regular feedback, development plans, and career growth; conduct one-on-ones and performance reviews.
• Build a customer-first culture - model empathy, professionalism, and low-effort service across the team.
• Own team KPIs - CSAT, AHT, ASA, abandon rate, QA, and service levels - monitoring daily performance and driving improvements.
• Manage staffing, scheduling, and workforce coverage across phone, chat, and callbacks, including peak-season planning.
• Partner with QA and Training on calibration, quality, and continuous skill development (formal certification delivered through external programs).
• Execute the pre-sales and post-sales strategy - turn consultations into confident purchases (conversion, attach, AOV) and resolve issues that prevent returns.
• Stand up and scale new capabilities - on-site troubleshooting, callback scheduling, and remote screen-share / live assist.
• Measure and prove pre-sales revenue impact; report results to leadership.
• Partner with PMs and Marketing on an education-first Knowledge Base and FAQs - improving self-service and reducing repeat contacts.
• Enable the broader CS frontline - cheat-sheets, warm-transfer standards, and knowledge sharing so more technical contacts resolve at first touch.
• Own the training and certification program - onboarding curriculum, CompTIA A+ and Network+ attainment tracking, voucher and budget management, and completion rates - partnering with the Lead on technical content.
• Run quality assurance: call and chat monitoring, scorecards, calibration sessions, and targeted coaching based on observed gaps.
• Own team-level service metrics - SLA attainment, first-contact resolution, escalation rate, handle time, and CSAT - and report performance and trends to CS leadership.
• Own executive and complex escalations end to end; analyze root causes and implement fixes that prevent recurrence.
• Partner cross-functionally with Product Management (category collaboration and escalation path), Tech / Genesys (routing, IVR, chatbot), Logistics, and Marketplace to resolve customer-impacting issues.
• Ensure the team maintains deep technical expertise - personally credible, and developing a senior specialist as the designated technical escalation point (especially where no separate Lead role exists).
• Translate the teams technical root-cause findings into concrete training, process, and staffing actions, and route product or vendor-facing issues to the right partners.
• Own recruiting and onboarding for the team - headcount planning, screening, and ramp serving as technical interviewer.
• Own the operational rollout of the onsite-troubleshooting pilot: staffing model, scheduling, cost tracking, and success criteria, with the Lead owning the technical protocol.
• Leverage AI to raise quality and efficiency - agent-assist (CS Co-Pilot), AI-driven QA, and analytics for root-cause and contact-driver insights - and build it into the team's workflow and self-service.
• Embraces AI and automation to improve the customer experience and scale the team.
• Handle customer contacts directly during peak volume, coverage gaps, and complex cases - staying hands-on, credible with the team, and close to the customer experience.