Client Support Supervisor

November 14, 2025

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The Technical Support Supervisor is responsible for overseeing the daily operations of the Customer Support Team as well as participating as an active member of the team. This position will partner with the Customer Support Team members to deliver exceptional customer support and customer experience through phone, email, and chat and will oversee scheduling, call queue monitoring, and meeting management. This team member will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training. The Customer Support Supervisor will work within the Customer Support Team and will report to the COO. This position is an advocate in the overall culture, vision, and values of Kologik.

Responsibilities

Assume Supervisory responsibilities for Customer Support Team representatives
Manage work schedule and availability in support systems (attendance and performance)
Oversee timecard entry and approvals
Monitor and manage call queue as it pertains to Support Team and customer resource needs
Manage escalated ticket queue and attend internal meetings regarding escalations as appropriate
Ensure Support processes are followed and identify new processes where appropriate
Promote a Customer Centric environment and help to ensure support issues are handled in a timeline manner and customers receive updates on existing tickets
Oversee Tier-2 to Tier-3 escalation process for tracking and customer follow up including accurate DevOps creation for ticket escalations
Coordinate with Tier-3 to provide Support priorities for existing escalations
Ensure Tier-3 updates are provided to Tier-1/Tier-2 members and ultimately customers
Oversee product release coordination for resolved tickets
Train & mentor Tier-1 & Tier-2 Customer Support Representatives
Coordinate and lead monthly Team meetings with an Agenda sent in advance
Suggest topics for Support training to improve team skills
Create and distribute performance reviews for team members
Oversee Zendesk configuration
Assist in call queue as needed for overflow support

Expectations

Embody and exemplify Kologik’s core values
Winning mindset - Hungry, driven, passionate, execution focused, committed, urgency
Coachable change agents – Fail quick and learn, continuous improvement, critical thinkers – question why, innovative
Servant leaders – When no one is looking, we do the right thing; teamwork, collaborative, not siloed, customer-centric
Teamwork: Build consensus and use active listening skills.
Customer Service: Provide prompt, high-quality service to members, staff, vendors and internal/external customers.
Communication: Create effective working relationships by sharing information.
Achievement: Demonstrate ability and willingness to achieve organizational and individual goals by seizing opportunities and learning from experience.
Flexibility/Innovation: Initiate new ideas, exhibit creative thinking and grasp new concepts.
Technical Excellence: Apply and develop enhanced technical and role specific skills and organizational knowledge.

Requirements

Attend and complete Kologik provided Management/Leadership Training as assigned
Be able to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background check(s) and certifications
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Proficiency in English
High school diploma or GED is required, an Associates Degree or higher or technical certifications are highly desirable
2-4 years of experience as a Technical or Customer Support Representative or similar Customer Service role is highly desirable
Familiarity with our industry is a plus
Experience using help desk software and remote support tools
Aptitude for learning new technologies quickly
Strong client-facing and communication skills
Troubleshooting and multi-tasking skills
Excellent communication and problem-solving skills
Multi-tasking abilities
Patience when handling tough cases

Physical Requirements

Prolonged periods sitting at a desk and working on a computer

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Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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