Agent Support Supervisor (Remote, USA) Job 2024 Full Time

Join a Growing Wireless Provider and Lead a Dynamic Team

This is a remote position.

StandUp Wireless, a fast-growing wireless services provider, is seeking an Agent Support Supervisor to oversee an enthusiastic team at the heart of company operations. If you’re an experienced customer service supervisor who wants to be part of a talented team in a fast-paced environment, this job is for you!

Who We Are:

StandUp Wireless is a dynamic wireless service provider focused on leveraging technical insights and innovative solutions to keep our communities connected. The company offers an energetic, entrepreneurial atmosphere where employees work in teams to help achieve goals. StandUp is a company built on trust that values individuals with personal initiative and creative solutions. Best of all… We are a small but mighty company that is making a huge impact!

The regular shift hours for this role are 11:00 AM to 8:00 PM Eastern, Monday through Friday.

What You Will Be Doing:

The Agent Support Supervisor will oversee the daily operations of the agent support team, ensuring that agents receive the assistance they need to effectively resolve agent inquiries and issues. This role is responsible for supervising a team of support of Agent Support Specialists, monitoring performance, and implementing strategies to improve efficiency and service quality. The Agent Support Supervisor will also act as a liaison between Agent Support Specialists and management, providing feedback and identifying areas for improvement.

Your day-to-day responsibilities include:

• Supervise and lead a team of agent support staff, providing guidance, training, and performance feedback.
• Monitor daily activities to ensure that support agents are meeting performance targets and adhering to company policies.
• Conduct regular team meetings to communicate updates, share best practices, and address any challenges.
• Track and analyze key performance metrics to assess team effectiveness and identify areas for improvement.
• Conduct performance reviews and provide coaching to support Agent Support Specialist to enhance their skills and performance.
• Develop and implement strategies to improve response times, agent satisfaction, and overall service quality.
• Serve as an escalation point for complex or high-priority issues, ensuring timely and effective resolution.
• Collaborate with other departments to resolve cross-functional issues and improve support processes.
• Maintain a strong knowledge of company products, services, and policies to provide accurate guidance.
• Identify opportunities for process improvements within the support team and implement changes to enhance efficiency.
• Prepare and present regular reports on team performance, issue trends, and support metrics to management.

How You Qualify:

• Minimum of 2-5 years of experience in a customer support or service role, with at least 2 years in a supervisory position.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data, identify trends, and implement improvements.
• Proficiency in customer support software and tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexibility to work various shifts, including evenings and weekends, as needed.
• Familiarity with CRM systems and support ticketing tools.
• “Roll up your sleeves” approach – this role is very “hands-on.”

What We Offer

The StandUp Wireless family engages in a highly collaborative and fast paced environment that values your opinions in every step of the creative process! As we work together to serve low-income communities, we are committed to work-life balance, an inclusive culture, and shared respect for each other across the organization. And we have a great benefits package for our full-time employees that includes:

• Competitive Compensation
• Bonuses
• Medical, Dental and Vision Options
• 401K Plan With 3% Employer Contribution
• Company-Paid Life and Long-term Disability Benefits
• Voluntary Benefits and Wellness Programs
• Paid Vacation, Sick Leave, and Holidays
• Remote Telecommuting Stipend

How to Apply

PLEASE SUBMIT RESUME AND DESIRED SALARY TO BE CONSIDERED FOR THIS ROLE

Candidates must be legally eligible to work in the US for any employer without sponsorship.

We are an Equal Opportunity Employer that values diversity in the workplace!