Customer Support Supervisor

Ready to be a Titan?
As a Customer Support Supervisor, you will help lead the support team, influence the company's continued success, and be a key part of the face ServiceTitan displays to its customers. The supervisor will ensure customer cases are handled efficiently and will share responsibility for the success of the team.
What you'll do:

• Lead a team of up to 15 direct reports composed of Customer Support Advocates and hold them accountable for meeting their job responsibilities
• Ensure support cases are handled in a timely manner through monitoring case queues and assigning to team members as needed
• Act as point of contact for other departments needing assignment of high priority support cases or assistance from support resources
• Act as a primary escalation resource for support agents needing managerial assistance with customers
• Partner with Support leadership to improve case quality and team efficiency by utilizing various tools at your disposals such as case QA, goal setting, optimizing workflows and more
• Develop team member professional skills through 1:1s, quarterly reviews, and spot training
• Maintain awareness of product enhancements and company news
• Assist in creation and maintenance of documentation on support processes and resources
• Monitor team morale and ensure it stays at healthy levels

What you'll bring:

• Excellent people skills: must be personable, patient, good-humored and empathetic
• An efficient and effective problem-solver
• Feedback oriented: must be able to accept and give feedback on a regular basis
• Intelligent, quick thinking, and fast learning
• Exceptional customer relationship skills and a clear view on what constitutes excellent customer service
• Must be able to juggle many simultaneous tasks
• A team player with strong communication and organizational skills-and an ability to "roll with the punches"
• Displays leadership qualities and treats all ServiceTitan employees as part of one unified team
• Experience working with Salesforce and utilizing workforce platforms
• Experience working in both phone/chat support environments

Be Human With Us:
Being human isn't about checking every box on a list. It's about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we're solving. We're in this together. Come be human, with us.
What We Offer:
When you join our team, you're not just accepting a job. You're making a career move. Here's how we'll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and Founders Club- open to all Titans.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.