Supervisor, Enterprise Support

About Procare

Our mission is to simplify childcare operations and create meaningful connections by providing technology, expertise, and unparalleled service.

Procare Solutions is the number 1 name in childcare software – used by more than 35,000 childcare businesses across the country. For over 30 years, childcare professionals have looked to Procare to provide real-time information for making critical decisions, maintaining compliance with local and state regulations, and adhering to business best practices.

We make childcare management run smoothly, so that our customers can spend more time focusing on the kiddos, not back office administrative duties.

A little about the role…

The Supervisor, Enterprise Support is responsible for managing and overseeing the daily workflow of the customer support team. This role provides leadership to ensure exceptional customer service across all Procare products while driving team performance through effective tracking, coaching, and performance management. The Supervisor will align team efforts with Procare’s mission and values, focusing on continuous improvement and operational excellence.

What You Will Do…

• Lead the customer support team to achieve departmental objectives by managing staff, planning, and evaluating daily activities
• Track and analyze key performance indicators (KPIs) and metrics to assess team and individual performance, driving data-driven decisions and improvements
• Develop and implement coaching plans for representatives, focusing on continuous skill development and performance enhancement
• Manage performance through regular feedback, performance reviews, and if necessary, the administration of Performance Improvement Plans (PIPs) and verbal warnings
• Maintain consistent communication with corporate partners to foster strong relationships
• Build rapport with corporate partners, ensuring transparency and trust in all interactions
• Effectively convey requests and relevant information to both internal and corporate partners, ensuring alignment and clarity
• Translate internal issues affecting Procare platforms into clear, actionable communication for all stakeholders
• Collaborate with Human Resources to provide timely and accurate information regarding representative performance, ensuring alignment with company policies and procedures
• Approve timecards and manage scheduling to ensure adequate coverage and compliance with labor regulations
• Conduct daily stand-up meetings with the entire team to review priorities, address challenges, and align on daily goals
• Oversee backlog grooming of the customer support queue, ensuring timely resolution of customer inquiries and issues
• Manage email, chat, and phone queues, adjusting resources as needed to ensure a positive customer experience 
• Ensure a safe, secure, and compliant work environment by enforcing company policies and procedures
• Drive the development of personal growth opportunities for team members, fostering a culture of continuous learning and professional development
• Establish and maintain quality service standards by enforcing customer service protocols, resolving issues, and recommending system improvements
• Partner with internal leadership to align customer support strategies with broader company objectives
• Build and refine reporting capabilities to support continuous improvement efforts, regularly reporting on team and individual results 
• Design and monitor performance metrics for continuous improvement, using data to drive strategic decisions and initiatives
• Lead the improvement team in the creation and tracking of key process improvement metrics and ensure clear, visual representation of progress
• Manage and update training programs to ensure all team members have the necessary skills and knowledge to perform their roles effectively
• Set performance standards aligned with service goals and coach the team to consistently meet or exceed these expectations
• Regularly interact with leadership to present detailed initiatives, results, and recommendations for further improvement
• Maintain a strong technical knowledge of Windows-based products and services to support the team effectively

Our Ideal Candidate Will Have…

• Proven experience building and scaling customer success teams, ideally within SMB SaaS environments
• Proficiency with Salesforce Cloud, including experience managing and optimizing CRM processes
• Expertise in integrating people, processes, and systems to create efficient and scalable workflows
• Demonstrated ability to drive and improve KPI performance through strategic initiatives
• Extensive experience with Net Promoter Score (NPS) surveys, including analysis and action planning
• Strong leadership skills with a track record of managing and developing high-performing teams
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively
• Exceptional organizational skills and attention to detail, ensuring accuracy and consistency in work
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making
• Proficient in Microsoft Office Suite or related software
• Bachelor’s degree preferred, or equivalent relevant experience
• 4+ years' of relevant experience, preferably in banking, financial services, or the software industry
• Knowledge of the Payment Operations industry, including related products and services
• Relevant certifications are a plus

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• Paid Parental Leave
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within- excellent career paths

Salary

$70,000-$80,000/year DOE

Location

While our preference is a candidate located in Denver, CO, this role is open to remote candidates in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KY, ME, MD, MA, MI, MN, MO, NV, NJ, NY, NC, OH, OR, PA, TN, TX, VA, WA, WI.