Customer Technical Support Supervisor

Description

Position Overview

We're looking for a customer-focused leader who is passionate about coaching people, improving processes, and delivering outstanding technical support experiences. As our Customer Technical Support Supervisor, you'll lead a team of technical support professionals serving primarily residential customers, helping them resolve issues, build confidence in our products, and create exceptional customer experiences.

This is an opportunity to make a meaningful impact by developing talent, driving performance, and influencing the future of our Customer Technical Support organization.

What you'll be doing:

As the leader of a high-performing support team, you'll:

• Coach, mentor, and develop Customer Technical Support representatives to achieve individual and team success
• Foster a culture of accountability, engagement, and continuous improvement
• Support recruiting, hiring, onboarding, and employee development efforts
• Partner with team members to create meaningful career growth opportunities
• Monitor team performance, quality, productivity, and customer experience metrics
• Handle escalated customer concerns and support resolution efforts
• Lead regular team meetings, one-on-ones, and coaching conversations
• Collaborate with training, quality, engineering, sales, and operations teams to improve processes and customer outcomes
• Help identify trends, drive operational improvements, and contribute to long-term department strategy
• Ensure service levels and KPIs are achieved while balancing workload and staffing needs
• Champion initiatives that strengthen team culture, employee engagement, and overall performance

What Success looks like:

In this role, you'll be successful when you:

• Build a motivated, high-performing team that consistently delivers excellent customer experiences
• Develop employees and help them grow within the organization
• Use data and insights to improve performance and drive results
• Lead with empathy, accountability, and a continuous improvement mindset
• Create strong partnerships across departments to solve problems and improve processes

Requirements

Required Qualifications

• Bachelor's degree or equivalent combination of education and experience
• 2+ years of customer technical support experience in a call center or support center environment
• Proven experience leading, coaching, and developing employees
• Strong communication, organizational, and problem-solving skills
• Proficiency in Microsoft Office applications, including Excel and Word

Preferred Qualifications

• Experience with CRM platforms, SAP, and workforce management systems
• Previous Johnson Fitness Customer Technical Support experience
• Experience building quality programs, training initiatives, or performance improvement plans

What Makes You a Great Fit

You thrive in a fast-paced environment and enjoy balancing people leadership with operational excellence. You're energized by coaching others, solving challenges, and finding ways to improve both the customer and employee experience.

You likely describe yourself as:

• A strong communicator who can connect with a variety of audiences
• A collaborative leader who builds trust and accountability
• A problem solver who is comfortable making decisions and driving results
• Detail-oriented, organized, and highly responsive
• Positive, resilient, and adaptable when priorities shift
• Passionate about developing people and strengthening team culture
• Motivated by continuous learning and improvement

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs