Technical Support Supervisor in San Diego, California at Mitchell International

Mitchell International
Technical Support Supervisor

US--Remote

Job ID: 26-19102
Type: Regular Full-Time
# of Openings: 1
Category: Customer Service & Support
Mitchell International, Inc.

Overview

At Enlyte, we combine innovative technology, clinical expertise, and human compassion to help people recover after workplace injuries or auto accidents. We support their journey back to health and wellness through our industry-leading solutions and services. Whether you're supporting a Fortune 500 client or a local business, developing cutting-edge technology, or providing clinical services you'll work alongside dedicated professionals who share your commitment to excellence and make a meaningful impact. Join us in fueling our mission to protect dreams and restore lives, while building your career in an environment that values collaboration, innovation, and personal growth.

Be part of a team that makes a real difference.

Responsibilities

The Technical Support Supervisor will lead a technical support team with advanced responsibility for operational performance, process improvement, and cross-functional collaboration. This role goes beyond frontline supervision by owning workflow optimization, driving customer experience improvements, influencing organizational processes, and acting as a change leader within the Technical Assistance Center (TAC).

Key Responsibilities

1. Customer Focus & Workstream Prioritization

• Develop, implement, and continuously improve support delivery processes to enhance customer satisfaction and reduce time to resolution
• Proactively manage team workflows across queues, ensuring alignment with service levels and business priorities
• Analyze trends in case volume, backlog, and performance to optimize prioritization strategies
• Identify root causes of recurring issues and drive sustainable solutions

1. Operational & Workstream Management

• Oversee knowledge management, backlog health, and agent productivity to ensure timely resolution of customer issues
• Analyze system functionality, case trends, and operational performance to improve workflows and troubleshooting practices
• Evaluate effectiveness of current processes and implement improvements to increase efficiency and scalability

1. Communication & Cross-Functional Collaboration

• Collaborate with internal teams (e.g., Engineering, Voice of Customer, Product) to improve support experience and product quality
• Communicate effectively with all levels of the organization, including leadership, peers, and frontline staff
• Lead change management initiatives with clear communication and closed-loop feedback
• Facilitate cross-departmental problem-solving for systemic or recurring issues

1. Team Leadership & Development

• Develop and execute career development strategies for team members
• Provide ongoing coaching using performance metrics, quality standards, and scorecards
• Mentor emerging leaders and promote knowledge-sharing across the organization
• Foster a high-performance culture through recognition, engagement, and accountability

1. Delivering Results & Performance Management

• Analyze operational performance and implement action plans to address negative trends
• Partner with shared services or analytics teams to translate data into actionable insights
• Monitor and improve key metrics such as SLA adherence, resolution time, and knowledge management KPIs
• Ensure consistency and quality in case documentation and customer interactions

1. Change Leadership & Continuous Improvement

• Act as a recognized change agent, driving adoption of new processes, tools, and workflows
• Identify opportunities for improvement and lead initiatives that enhance team and organizational performance
• Establish feedback loops with engineering and product teams to influence long-term improvements
• Lead projects that improve reliability, scalability, and support delivery effectiveness

1. Technical Leadership & Problem Solving

• Provide strategic guidance to technical support staff handling complex troubleshooting (systems, software, networking, etc.)
• Ensure appropriate use of escalation paths (SMEs, TSEs, PICs) and knowledge resources
• Drive root cause analysis and long-term resolution strategies for complex technical issues

1. Self-Awareness & Professional Growth

• Demonstrate adaptability in dynamic operational environments
• Continuously improve individual leadership and technical capabilities
• Influence and mentor others through strong leadership presence and integrity
• Promote a culture of accountability, learning, and innovation

Qualifications

Minimum Education

• Bachelor’s degree in a related field preferred; equivalent combination of education and relevant professional experience will be considered.

Required Skills and Experience

• Minimum of 1–3 years of relevant professional experience in a customer support, operations, or service delivery environment.
• Demonstrated ability to proactively manage and coordinate workflows to ensure timely and effective resolution of customer issues.
• Proven capability to manage multiple priorities simultaneously, including inbound and outbound activities and knowledge management responsibilities, while maintaining alignment with established service levels and organizational priorities.
• Strong organizational skills with a demonstrated sense of urgency in monitoring, tracking, and following up on open cases to ensure prompt resolution.
• Solid analytical skills with the ability to assess coverage effectiveness and contribute to operational efficiency.
• Excellent written and verbal communication skills, with the ability to collaborate effectively across teams and stakeholders.

Desired Skills and Experience

• Demonstrated leadership abilities, including the capacity to influence, coach, and mentor team members in support of organizational objectives.
• Experience providing actionable recommendations to leadership to enhance team performance and alignment with strategic goals.
• Strong customer-centric mindset, with the ability to balance customer needs alongside departmental and organizational priorities.
• Proven ability to foster a collaborative, high-performance team environment and lead by example in achieving service excellence.

Benefits

We’re committed to supporting your ultimate well-being through our total compensation package offerings that support your health, wealth and self. These offerings include Medical, Dental, Vision, Health Savings Accounts / Flexible Spending Accounts, Life and AD&D Insurance, 401(k), Tuition Reimbursement, and an array of resources that encourage a lifetime of healthier living. Benefits eligibility may differ depending on full-time or part-time status. Compensation depends on the applicable US geographic market. The expected base pay for this position ranges from $70,000 - $85,000 annually, and will be based on a number of additional factors including skills, experience, and education.

The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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