Support Supervisor

• Supervise, support, and provide guidance to a team of six or fewer employees.
• Monitor daily workflows, productivity, and service quality to ensure team goals are met.
• Assist with troubleshooting, monitoring, and improving chatbot systems and automated support processes.
• Identify recurring customer issues and recommend improvements to support procedures and technology.
• Provide coaching, training, and feedback to team members as needed.
• Help resolve escalated customer support issues and ensure timely, professional responses.
• Communicate and coordinate occasionally with overseas team members to support workflow consistency and resolve questions.
• Maintain documentation, track team performance, and communicate updates to management.
• Encourage teamwork, accountability, and continuous improvement.

• Previous experience in customer support, technical support, team leadership, or a similar role preferred.
• Familiarity with chatbot systems, automated customer service tools, or AI-powered support platforms.
• Strong communication, organization, and problem-solving skills.
• Comfortable using computers, learning new software, and troubleshooting basic technical issues.
• Ability to manage multiple priorities while maintaining attention to detail.
• Comfortable communicating with team members in different time zones and across cultures.
• Ability to work independently while providing hands-on support to a small team.

Ideal Candidate

The ideal candidate is organized, approachable, and comfortable working with both people and technology. They can guide a small team, recognize opportunities to improve processes, and adapt to changing systems and priorities. Experience with chatbot platforms is a plus, along with the ability to communicate professionally with colleagues overseas when needed.