This role is open to remote or hybrid candidates. Candidates based in the Dallas area will work from our Plano, Texas headquarters Tuesday through Thursday each week. Remote candidates will ideally sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, VA, WA, WI.
At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-1B, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.
About the Job
The Support Supervisor keeps Tapcheck's customer support team running at its best every day. Reporting to the Support Manager, this role blends hands-on people leadership with real-time operational oversight: coaching agents, managing schedules, watching queue health, and using data to drive performance across Tier 1 and Tier 2 support.
This role is built for a calm, organized leader who loves developing people and hitting service targets. The Support Supervisor partners closely with the Support Manager to execute on team goals, implement process improvements, and hold a high bar for quality across every support channel.
What You'll Do
Team Management & Coaching
- Directly supervise a team of customer support specialists across Tier 1 and Tier 2 queues
- Conduct regular 1:1s, provide real-time coaching, and deliver constructive performance feedback
- Support onboarding and training of new hires, ensuring they are set up for success from day one
- Foster a collaborative, accountable, and positive team environment
Operational Oversight
- Monitor queue health, ticket volumes, and SLA adherence in real time, making adjustments as needed
- Manage team schedules, shift coverage, and time-off requests to ensure adequate staffing levels
- Serve as the first point of escalation for agents encountering complex or sensitive customer issues
- Ensure tickets are triaged, prioritized, and routed correctly across support categories (Balance, Employee, Client)
Performance & Quality
- Track and report on key performance metrics including CSAT, first response time, resolution time, and ticket backlog
- Conduct regular QA reviews of agent interactions and provide targeted coaching based on findings
- Identify trends in ticket volume, common issues, and agent performance to inform process improvements
- Partner with the Support Manager to set team goals and hold the team accountable to targets
Process & Communication
- Communicate updates on product changes, known issues, and process changes to the team promptly
- Collaborate cross-functionally with Product, Engineering, and Operations to relay frontline insights
- Contribute to the development and maintenance of internal documentation, macros, and knowledge base articles
How Success Is Measured
- Service levels: Consistent SLA adherence and healthy first response and resolution times
- Customer experience: CSAT at or above target
- Queue health: Backlog kept under control, with tickets triaged and routed correctly
- Team performance: QA scores and agent performance trending up through regular coaching
What You've Done
Required
- Spent 3+ years in customer support, including at least 1 year in a supervisor or team lead role
- Coached, motivated, and developed support team members to stronger performance
- Run support operations day to day, including queue management, SLA tracking, and workforce scheduling
- Worked in support ticketing systems such as Zendesk, Salesforce Service Cloud, or Freshdesk
- Interpreted support metrics and turned them into actionable improvements for your team
- Communicated clearly in writing and verbally with agents, customers, and cross-functional partners
- Stayed calm and solution-oriented in high-pressure, high-volume situations
- Balanced multiple priorities while shifting between tactical and strategic work
Preferred
- Worked in earned wage access (EWA),…