[Hiring] Customer Support Supervisor @Gainwell Technologies LLC

Role Description

Gainwell Technologies is seeking an experienced Customer Support Supervisor to lead and support a team of customer service professionals in a remote environment. In this role, you will oversee daily operations, coach and develop team members, monitor service and performance expectations, and help resolve complex customer issues. The ideal candidate brings strong customer service leadership experience, a proven ability to manage employee performance, and the communication and problem-solving skills needed to support a high-volume, service-focused operation.

• Lead and support daily customer service operations while ensuring productivity, quality, service, and performance expectations are achieved.
• Coach, mentor, and develop customer support representatives through ongoing feedback, performance discussions, training, and development activities.
• Monitor customer interactions, operational activity, and service trends to identify issues, escalations, and opportunities for improvement.
• Resolve complex customer concerns and support team members with challenging inquiries while ensuring timely and professional resolution.
• Partner with management and internal teams on staffing, performance management, employee development, operational priorities, and process improvements.

Qualifications

• Four (4) or more years of professional customer service, customer support, call center, contact center, or service center experience.
• Two (2) or more years of leadership experience supervising, coaching, mentoring, or managing customer service employees.
• Experience monitoring employee performance, productivity, quality, customer service metrics, and service expectations.
• Strong analytical, communication, problem-solving, and organizational skills with the ability to manage multiple priorities.
• Bachelor’s degree or equivalent combination of education and relevant professional experience; previous experience in business management or a related field is preferred.

Requirements

• Remote US work environment supporting a customer-focused operations team.
• Work in a fast-paced environment where service quality, productivity, accuracy, and customer experience are key priorities.
• Regular interaction with employees, leadership, customers, and cross-functional business partners.
• Opportunities to coach employees, improve processes, and contribute to operational performance and team development.

Benefits

• Comprehensive benefits for eligible employees, including medical, dental, and vision coverage.
• Access to a 401(k) retirement savings plan.
• Paid time off and additional employee wellness and financial benefits.
• Generous, flexible vacation policy.
• 401(k) employer match.
• Educational assistance.
• Leadership and technical development academies to help build your skills and capabilities.