Customer Support Supervisor (Technical Support Team)

Customer Support Supervisor (Technical Support Team) We are seeking a Customer Support Supervisor to lead a team of Technical and Customer Support specialists in a SaaS and application-based environment. This role focuses on team leadership, operational oversight, and technical guidance to ensure high-quality service delivery, SLA compliance, and strong customer experience. Key Responsibilities Supervise daily operations of L1–L2 support agents Manage ticket queues, SLAs, and escalations Assist with process improvements and quality control activities Ensure timely resolution of customer issues and maintain a positive customer satisfaction rate Collaborate with other departments to resolve complex technical issues Develop and implement training programs for team members Conduct regular performance evaluations and provide coaching and feedback as needed Foster a culture of continuous learning and improvement within the team. Key Requirements Bachelor's degree in Computer Science, Information Technology or related field 5+ years of experience in customer support or technical support leadership Strong understanding of IT service management frameworks (ITIL) Excellent communication and interpersonal skills Ability to work effectively in a fast-paced environment with multiple priorities Strong analytical and problem-solving skills Proficiency in MS Office Suite Familiarity with CRM software Experience working with cloud-based technologies and SaaS applications