Tier 2 Support Supervisor

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. 

Join us at Center and be part of a team that values collaboration, innovation, and excellence in delivering exceptional support experiences to our customers.