Technical Support: Lead/Supervisor

CoachComm is seeking an experienced Customer Care & Technical Support Supervisor to lead our Customer Care and Technical Support teams. This leadership role is responsible for ensuring exceptional customer experiences, efficient support operations, and timely resolution of technical issues related to CoachComm's communication systems, including audio, RF, and control technologies.

The ideal candidate combines strong technical expertise with proven leadership skills and a passion for customer service. This individual will drive team performance, improve operational processes, oversee support case management, and develop team members through ongoing coaching and training.

Key Responsibilities

Leadership & Team Development

• Lead, mentor, and develop Customer Care and Technical Support team members.
• Conduct performance reviews, coaching sessions, and regular team meetings.
• Establish clear expectations, accountability, and service standards.
• Manage staffing schedules, including after-hours and weekend coverage as needed.
• Promote cross-training and professional development to build team versatility and effectiveness.
• Ensure all customer interactions reflect CoachComm's commitment to outstanding service.

Customer Care & Technical Support

• Oversee daily support operations, including phone, email, chat, service orders, and case management.
• Monitor support quality and customer satisfaction across all service channels.
• Serve as an escalation point for complex technical and customer issues.
• Ensure timely handling of RMAs, advanced replacements, loaner equipment, warranty claims, and returned products.
• Drive resolution of open support cases and maintain visibility into customer issues from initiation through closure.
• Promote a customer-first culture focused on responsiveness, professionalism, and problem resolution.

Training & Knowledge Management

• Develop and deliver training programs for employees and customers.
• Maintain and improve troubleshooting guides, support documentation, and knowledge base resources.
• Create and update standard operating procedures and departmental documentation.
• Foster a culture of continuous learning and knowledge sharing.

Process Improvement & Reporting

• Identify opportunities to improve efficiency, service quality, and customer satisfaction.
• Develop and implement scalable support processes and best practices.
• Generate and present performance reports, metrics, and improvement recommendations to leadership.
• Utilize Acumatica, Microsoft Office, Google Workspace, Microsoft Teams, and related tools to manage operations and reporting.
• Ensure compliance with established workflows and service procedures.

Do you have experience in Team leadership?, Do you have a High school diploma or GED?, Required

• High School Diploma or GED.
• Minimum 7 years of experience in technical support, electronic systems troubleshooting, or equipment repair.
• Minimum 3 years of supervisory or leadership experience managing technical support and/or customer service teams.
• Strong customer service, communication, and organizational skills.
• Experience using ERP systems and business software platforms.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to lift and move equipment as needed.
• Willingness to work flexible hours, including occasional evenings and weekends.

Preferred

• Associate degree or technical certification in Electronics, Information Technology, or related field.
• Experience with Acumatica ERP.
• Experience supporting audio, RF, wireless communication, or related electronic systems.
• Experience managing teams across multiple functions or locations.

Skills & Competencies

• Leadership and team development
• Technical troubleshooting and problem-solving
• Customer service excellence
• Process improvement and operational efficiency
• Project and workload management
• Communication and interpersonal effectiveness
• Documentation and knowledge management
• Data analysis and performance reporting

Pulled from the full job description

• Health insurance
• Dental insurance