[Hiring] CLIENT SUPPORT SUPERVISOR @Coreforce

Role Description

Join Coreforce and use your customer success skills to support innovative technology that strengthens communities.

Responsibilities

• Monitor and report on key performance metrics (SLA adherence, CSAT, response/resolution times, ticket backlog) and identify opportunities for improvement.
• Manage work schedule and availability in support systems (attendance and performance).
• Oversee timecard entry and approvals.
• Monitor and manage call queue as it pertains to the Support Team and customer resource need.
• Manage escalated ticket queue and attend internal meetings regarding escalations as appropriate.
• Ensure Support processes are followed and identify new processes where appropriate.
• Create, maintain, and analyze support reports and dashboards to identify trends and gaps.
• Oversee creation and maintenance of internal and customer-facing knowledge base documentation.
• Collaborate with Product, Engineering, and QA teams to communicate customer-impacting issues.
• Maintain training equipment.
• Promote a Customer Centric environment and help to ensure support issues are handled in a timely manner, and customers receive updates on existing tickets.
• Oversee Tier-2 to Tier-3 escalation process for tracking and customer follow-up, including accurate DevOps creation for ticket escalations.
• Coordinate with Tier-3 to provide Support priorities for existing escalations.
• Ensure Tier-3 updates are provided to Tier-1/Tier-2 members and ultimately customers.
• Oversee product release coordination for resolved tickets.
• Train & mentor Tier-1 & Tier-2 Customer Support Representatives.
• Coordinate and lead monthly Team meetings with an Agenda sent in advance.
• Attend and complete Coreforce-provided Management/Leadership Training as assigned.
• Suggest topics for Support training to improve team skills.
• Create and distribute performance reviews for team members.
• Oversee Zendesk configuration.
• Assist in call queue as needed for overflow support.

Qualifications

• High school diploma or GED is required; an associate’s degree or higher or technical certifications are highly preferred.
• 2+ years of experience as a Technical or Customer Support Representative or similar Customer Service role is required. Familiarity with the public safety industry is a plus.
• Experience using help desk software and remote support tools is required. Experience with Zendesk is highly preferred.
• Ability to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background check(s) and certifications are required.
• Excellent verbal and written communication skills.
• Strong client-facing customer service skills, with the ability to effectively communicate with diverse personalities.

Benefits

• 15 PTO days + floating holiday.
• Competitive benefits: medical, dental, vision, 401(k). We provide 401(k) matching per the terms of the 401(k) plan.
• Annual bonus and tuition reimbursement.
• Career growth in a fast-growing, mission-driven company.
• Collaborative, purpose-driven culture.