CLIENT SUPPORT SUPERVISOR

Job DetailsJob Location: REMOTE, GA 30030Position Type: Full TimeEducation Level: High SchoolSalary Range: $50,000.00 - $60,000.00 Salary/yearTravel Percentage: NegligibleApply today to join Coreforce, where your Customer Success expertise makes a real impact. Join Our Team as a Client Support Supervisor Company: Coreforce Location: Remote Job Type: Full-time Salary: Based on Experience Company Overview: Coreforce is an innovative SaaS company providing digital solutions for frontline professionals. Our products, body cameras, in-car videos, mobile routers, and digital evidence systems, help public safety officers and first responders save lives, strengthen community trust, and enhance accountability. Client Support Supervisor – Build Your Career with Purpose Join Coreforce and use your customer success skills to support innovative technology that strengthens communities. Why You’ll Love Working Here: 15 PTO days + floating holiday Competitive benefits: medical, dental, vision, 401(k). We provide 401(k) matching per the terms of the 401(k) plan. Annual bonus and tuition reimbursement Career growth in a fast-growing, mission-driven company Collaborative, purpose-driven culture Responsibilities: Monitor and report on key performance metrics (SLA adherence, CSAT, response/resolution times, ticket backlog) and identify opportunities for improvement. 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 the Support Team and customer resource need Manage escalated ticket queue and attend internal meetings regarding escalations as appropriate Ensure Support processes are followed and identify new processes where appropriate. Create, maintain, and analyze support reports and dashboards to identify trends and gaps. Oversee creation and maintenance of internal and customer-facing knowledge base documentation. Collaborate with Product, Engineering, and QA teams to communicate customer-impacting issues. Maintain training equipment. 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 Attend and complete Coreforce -provided Management/Leadership Training as assigned. 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.

Qualifications

High school diploma or GED is required, an associate’s degree or higher or technical certifications are highly preferred. 2+ years of experience as a Technical or Customer Support Representative or similar Customer Service role is required. Familiarity with the public safety industry is a plus. Experience using help desk software and remote support tools is required. Experience with Zendesk is highly preferred. Ability to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background check(s) and certifications are required. Excellent verbal and written communication skills. Strong client-facing customer service skills, with the ability to effectively communicate with diverse personalities. Coreforce is an equal opportunity employer committed to diversity and inclusion. Apply To This Job