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.
You Will Have the Opportunity To:
- 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.
What You Will Bring to the Role:
- 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.
Personal Attributes:
- 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.
$90,000 - $106,000 a yearWe offer an excellent compensation package for all Center employees. This includes competitive salary, performance bonus, generous paid time off, comprehensive health benefits and 401(k) participation. The pay transparency for this role is $90,000-$106,000 annually + equity. In addition, Center offers a Self-Managed PTO plan, 9 Paid Holiday’s, Paid Parental Leave, Commuter Stipend, and health care benefits including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter and 401(k).Join us at Center and be part of a team that values collaboration, innovation, and excellence in delivering exceptional support experiences to our customers. Apply for this job
