What are the responsibilities and job description for the Tier 2 Support Supervisor position at Center?
At Center, we are passionate about empowering businesses with innovative financial solutions and exceptional customer support. As a Tier 2 Support Supervisor, you will play a key role in driving operational excellence within our support team, ensuring our customers receive timely, effective, and empathetic assistance. This role is ideal for someone who thrives on problem-solving, is solutions-oriented, and has a passion for improving support operations. You will lead a team of Tier 2 Support Analysts, monitor key performance metrics, and act as a key escalation point for high-impact cases.
\n- Live monitor performance metrics such as Call Wait Times, Initial Response Time, Case Handling Time, First Contact Resolution, CSAT, Responsiveness Score, and Aging Customer Responded cases.
- Address and manage internal and external escalations, serving as the primary point of contact for the Tier 2 Support team.
- Audit cases, phone calls, and chats to ensure compliance with internal processes and maintain quality standards.
- Proactively manage complex issues, including Bank Returns (Corpay payment not received), Temporary Line Increases, and Early Paydown Management.
- Keep Tier 2 Support Team wikis up to date, coordinating regular content refresh initiatives.
- Conduct regular one-on-one meetings with team members, providing constructive feedback and career development guidance.
- Collaborate cross-functionally to identify opportunities for process improvement and optimize workflows.
- Proven experience in managing or supervising a customer support team.
- Strong analytical skills with the ability to monitor and interpret performance metrics.
- Experience addressing escalated customer cases with a focus on resolution and customer satisfaction.
- Ability to audit and ensure compliance with support protocols and processes.
- Proficiency in knowledge management and documentation best practices.
- A track record of coaching and developing team members to achieve their full potential.
- Solutions-oriented mindset with a passion for improving operations.
- Excellent communication and interpersonal skills.
- Proactive and adaptable approach to problem-solving.
- Detail-oriented with a commitment to accuracy and quality.
- Empathetic leadership style with a focus on team development and morale.
- Ability to thrive in a fast-paced, dynamic environment.
Join us at Center and be part of a team that values collaboration, innovation, and excellence in delivering exceptional support experiences to our customers.
Salary : $90,000 - $106,000
