> Markdown version of [/jobs/ext/583205-software-support-supervisor](https://www.wearedevelopers.com/jobs/ext/583205-software-support-supervisor). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Software Support Supervisor - **Company:** Foundation Software - **Location:** Strongsville, OH, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Business Software, Collaborative Software, Issue Tracking Systems - **Published:** June 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3fd972c28ce1f5a7 ## About the Role Do you have experience in Workplace dispute resolution?, * Previous experience in a customer support, technical support, or client services environment. * Prior leadership, supervisory, mentoring, or team lead experience preferred. * Demonstrated success managing complex customer issues and escalations. * Experience coaching, developing, and motivating employees. Skills and Competencies * Strong leadership and interpersonal skills with the ability to influence and develop others. * Excellent verbal and written communication skills. * Strong problem-solving and decision-making abilities. * Ability to coach team members through complex technical and customer service situations. * Strong organizational skills with the ability to manage multiple priorities. * Ability to analyze performance metrics and provide actionable feedback. * Strong conflict resolution and customer relationship management skills. * Ability to foster collaboration, accountability, and continuous improvement within a team. * Proficiency with support ticketing systems, collaboration tools, and business applications. * Ability to effectively lead both in-office and remote team members. Key Success Factors * Commitment to employee development and team success. * Ability to balance coaching responsibilities with operational demands. * Strong sense of ownership and accountability. * Customer focused mindset with a passion for delivering exceptional service. * Continuous learning mindset and willingness to drive process improvements. ## Description The Support Supervisor is responsible for leading, mentoring, and developing a team of Support Representatives while ensuring exceptional service delivery to clients. This role serves as the primary resource for team guidance, case escalations, knowledge development, and operational oversight. The Support Supervisor balances team coaching and development, direct client support, and administrative responsibilities to drive team performance, service quality, and continuous improvement., Support Supervisors are expected to spend approximately 70% of their time mentoring and assisting team members, 20% handling support cases and client interactions, and 10% performing administrative and operational duties., Team Leadership, Mentoring, and Development (70%) * Serve as the primary mentor and coach for assigned Support Representatives. * Provide guidance and assistance on client cases through in-person collaboration, email, Teams, and side-by-side coaching. * Conduct regular daily check-ins with each team member to address questions, provide support, and remove obstacles. * Assist team members with complex cases and facilitate knowledge transfer by working cases collaboratively. * Leverage department subject matter expertise to support representatives across teams and modules. * Identify opportunities for peer mentoring and knowledge sharing among experienced representatives. * Conduct monthly one-on-one meetings with team members to review: + Case closure performance by module and submodule + Phone activity and productivity metrics. + Quality and completeness of case documentation + Call recordings and communication effectiveness. + Client survey feedback + Progress toward established goals + Career development opportunities and expanded responsibilities + Future goals and performance expectations * Review and communicate quarterly bonus and tier advancement results with team members. * Create development plans and provide coaching to support professional growth. * Ensure all team members participate in ongoing training and continual learning initiatives. * Coordinate and facilitate individual or group learning sessions to strengthen technical and customer service skills. Client Support and Case Management (20%) * Manage support cases from the queue as business needs and workload permit. * Provide direct client assistance and issue resolution for escalated or complex support matters. * Model effective customer service practices and technical troubleshooting skills for the team. * Assist with resolving challenging client situations while coaching team members through the process. Administrative and Operational Leadership (10%) * Manage support queue operations on assigned days, ensuring timely handling of aged cases and proper case routing. * Assign cases appropriately and coordinate collaborative case resolution efforts when needed. * Initiate and lead focused productivity efforts, including Power Hours, when warranted. * Attend and actively participate in weekly Support Supervisor meetings. * Meet bi-weekly with management to discuss team performance, employee development, and operational concerns. * Lead daily team meetings and communicate important departmental updates and priorities. * Monitor and report attendance and tardiness information to management. * Open, move, escalate, and manage support cases and service desk tickets, as necessary. * Coordinate quarterly team engagement activities, including team lunches and recognition opportunities. * Maintain compliance with departmental processes, policies, and service standards. ## Related Videos - [Open Source: The Engine of Innovation in the Digital Age](https://www.wearedevelopers.com/videos/1103-open-source-the-engine-of-innovation-in-the-digital-age) - [Agentic DevOps: How AI-Powered Automation Transforms Software Delivery on GitHub and Azure](https://www.wearedevelopers.com/videos/1539-agentic-devops-how-ai-powered-automation-transforms-software-delivery-on-github-and-azure) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [Beyond the 9–5: Designing Work Around Humans](https://www.wearedevelopers.com/videos/1321-beyond-the-9-5-designing-work-around-humans) - [The Future of Open Source](https://www.wearedevelopers.com/videos/1124-the-future-of-open-source) - [TOPsharing – Empowerment for Leadership Positions](https://www.wearedevelopers.com/videos/864-topsharing-empowerment-for-leadership-positions) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs)