Customer Support Supervisor in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Supervisor based in the United States.

This is an opportunity to lead a remote customer support team at the center of a high-volume, service-driven environment.
You’ll oversee a team of eight support agents responsible for delivering fast, reliable assistance through phone and email.
The role combines people leadership, quality assurance, customer escalation management, and performance optimization.
You’ll use support data and operational insights to improve response times, efficiency, and overall service quality.
Working closely with customer-facing teams, you’ll help strengthen workflows, routing, escalation paths, and communication standards.
Your work will directly influence the customer experience while helping the organization scale support without losing a sense of care.
This role is ideal for a hands-on support leader who enjoys developing people, solving problems, and continuously improving how teams operate.

• Lead and support a remote team of eight customer support agents, ensuring consistently high-quality service across primarily phone and email channels.
• Manage team schedules and coverage to meet business and customer support needs.
• Oversee the quality assurance program by reviewing calls and tickets and providing regular coaching, feedback, 1:1s, and development sessions.
• Resolve customer escalations promptly and professionally while maintaining a strong focus on customer satisfaction.
• Monitor and analyze key support metrics, including response time, average handle time, agent utilization, and other performance indicators, using insights to improve results.
• Act as a resource for other customer-facing operations teams, sharing best practices around communication, resolution times, and support systems.
• Partner with the Customer Support Manager to improve support workflows, external communications, escalation processes, and call/ticket routing.
• Help balance operational efficiency with a high-touch, customer-focused service experience as support operations scale.

• 3+ years of customer support experience, preferably within a legal services, SaaS, or marketplace environment, including 1–2 years in a leadership or supervisory capacity.
• Demonstrated experience coaching, developing, and training support professionals against clear performance expectations.
• Strong data-driven mindset with experience monitoring and improving customer support KPIs.
• Proficiency with ticketing and telephony platforms such as Zendesk, Front, Intercom, RingCentral, Dialpad, Talkdesk, or comparable systems.
• Strong problem-solving skills and the ability to effectively prioritize competing demands in a fast-paced environment.
• Exceptional written and verbal communication skills, with the ability to handle sensitive or challenging customer interactions professionally.
• Self-directed, organized, and comfortable taking ownership of operational issues and improvement initiatives.
• Strong customer orientation, with a genuine commitment to delivering fast, clear, thoughtful, and reliable support.
• Willingness and ability to work core business hours from 9:00 a.m. to 5:00 p.m. Pacific Time is strongly preferred.

• Competitive annual salary of $87,500–$115,000.
• Generous employer-sponsored health, vision, and dental coverage for employees and dependents.
• Wellness and mental health benefits that can support employees and their families.
• Flexible paid time off to promote balance and flexibility.
• Equity options, providing an opportunity to share in the organization’s growth.
• Access to a 401(k) retirement plan through Guideline.
• Home office setup and a monthly stipend to help cover internet and phone expenses.
• Remote work environment with flexible scheduling and opportunities for professional growth.