Overview
The main responsibilities of the Product Support and Technical Projects Supervisor are to supervise the day-to-day activities of the customer support team, optimize procedures, guarantee quality control, manage resources, and efficient operational performance. This role combines hands-on technical and operational expertise with people leadership, coaching, performance management, and continuous improvement responsibilities.
The Product Support and Technical Projects Supervisor is responsible for executing administrative and operational support by creating efficiencies in deliverables and associated processes; performing managerial functions required to ensure project deadlines and initiatives are achieved within the Customer Support/Customer Success organization. Works in a team environment and independently. Responsible for creating, researching, analyzing, and interpreting data used to make informed decisions, and identifying trends within the organization. Requires attention to detail, excellent communication skills such as working well with others, analytical and abstract thinking skills, time management, and organizational skills.
Essential Duties and Responsibilities
>Provides Executive Leadership with detailed analytical statistics, insights, and determinations on data.
>Creates internal and customer facing reporting that will benefit both parties.
>Provide Executive Leadership with detailed analytical statistics, insights, and data-driven determinations.
>Work with the Support Management team to identify opportunities and develop recommendations based on key data points.
>Analyze operational and support data to identify trends, risks, and performance gaps.
>Develop and maintain internal and external reports to support decision-making and transparency.
>Create and maintain workflow and process documentation to support ongoing operational improvement.
>Participate in operational meetings, provide recommendations for future system enhancements and workflows, and implement approved improvements.
>Create, document, review, and continuously improve workflows and procedures.
>Stay current with emerging technologies and data analysis trends to drive innovation and efficiency.
>Lead process-driven continuous improvement initiatives across teams.
>Train, coach, and supervise team members.
>Establish performance goals and accountability.
>Support professional development.
>Review workload for staff members regularly and adjust as needed.
>Function as a mentor for Technical Project Coordinators by providing routine one on one review, advice, and insight.
Required Education, Skills, and Experience
>Bachelor’s degree from four-year college or university.
>3+ years of experience supervising teams.
>2+ years of experience with Salesforce.
>Experience with Microsoft Assess is a plus.
>Experience with Management software; Database software; and Contact Management systems.
>Strong customer service and communication skills.
>Strong coaching and people management skills.
>Advanced understanding of technical support and operational workflows.
>Experience with ticketing systems, reporting tools, and contact center metrics.
>Strong analytical, problem-solving, and decision-making abilities.
>Ability to multitask in a fast-paced operational environment.
