Supervisor, Technical Customer Care

{
  "content_hash": "5f24d57d6483e9edcc5aa3e8f3ca46e192bcd4074a362cdde987094dc20eed64",
  "source_hash": "58952f8107fdf4c72b5c788f5d8338051c7a707ec1dce7a315b24db5c39a68ad",
  "last_changed_at": "2026-05-29T07:02:21.354Z",
  "active_status": "active"
}

{
  "dedupe": null,
  "language": "en",
  "location": {
    "raw": "Minneapolis, Minnesota",
    "city": "Minneapolis",
    "region": "MN",
    "country": "United States",
    "is_remote": false,
    "confidence": 0.85
  },
  "salary_max": 80000,
  "salary_min": 75000,
  "inferred_at": "2026-06-20T07:55:59.094Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "Minneapolis, Minnesota",
      "city": "Minneapolis",
      "region": "MN",
      "country": "United States",
      "is_remote": false,
      "confidence": 0.85
    },
    "countries": [
      "United States"
    ]
  },
  "remote_policy": null,
  "salary_period": "year",
  "workplace_type": "on_site",
  "salary_currency": "USD"
}

{}

{
  "lists": [
    {
      "text": "Essential Job Duties ",
      "content": "\n<li style=\"list-style-type: none;\">\n<ul style=\"margin-bottom: 8pt; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><strong><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; font-weight: normal;\">Lead, coach, and develop Technical Customer Care staff</span></strong><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\"> through regular 1:1s, real-time feedback, and targeted performance improvement plans, ensuring individual performance aligns with operational goals.</span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">Communicate clearly and effectively, aligning team members to organizational goals and SLAs. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><strong><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; font-weight: normal;\">Own day-to-day operational health of Technical Customer Care</span></strong><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">, including ticket queue performance, backlog levels, SLA adherence, and real-time workload balancing across the team.</span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><strong><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; font-weight: normal;\">Serve as the primary escalation owner</span></strong><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">, accountable for triage, communication, and resolution of complex or high-impact customer issues.</span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><strong><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; font-weight: normal;\">Monitor, analyze, and report on operational performance metrics</span></strong><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\"> (queue health, backlog trends, escalation rates, SLA compliance), identifying risks and implementing corrective action plans.</span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">Adhere and enforce established policies and protocols ensuring alignment of goals and guidelines. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><strong><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; font-weight: normal;\">Deliver performance evaluations and manage corrective action processes</span></strong><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">, ensuring consistency, fairness, and alignment with company policy.</span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">Work with Quality Assurance to understand technical support representative opportunities for improvement and address through on-going coaching and performance development. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">Maintains familiarity, expertise, and certifications with all product offerings, relevant industry knowledge, and customer personas. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">Ability to remain calm, composed, and articulate when dealing with tough employee and customer situations</span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">Monitor and evaluate departmental performance, identifying areas for improvement and growth. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">Collaborate with senior leadership to define key success metric and drive department-wide performance. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">Oversee the execution of high-level initiatives while keeping an eye on long-term organizational impact. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">Ensure effective resource allocation, balancing immediate needs with overall company goals. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">Develop and implement long-term strategic team goals in alignment with overall company goals. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif;\">Foster a culture of innovation, continuous improvement, and collaboration within the team. </span></li>\n\n\n</ul></li>"
    },
    {
      "text": "Other Job Duties ",
      "content": "\n<li>Other duties as assigned by supervisor or HHAeXchange leader.</li>\n"
    },
    {
      "text": "Travel Requirements. ",
      "content": "\n<li>Travel up to 10%, including overnight travel</li>\n"
    },
    {
      "text": "Required Education, Experience, Certifications and Skills",
      "content": "\n<li style=\"list-style-type: none;\">\n<ul style=\"margin-bottom: 8pt; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">3+ years of experience in managing a technical customer care team. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">Excellent customer service, communication skills and proficiency in Salesforce. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">Strong organizational skills and ability to manage priorities and workflow. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">Detail oriented with strong technical skills. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">Demonstrated team building and leadership skills. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">Ability to balance department efficiency and excellent customer service. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">Leadership abilities to lead and motivate a team towards shared goals. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">Proven interpersonal, collaborative, and relationship building skills. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">Passionate about customer service and delivering value to customers. </span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">Ability to work assigned shifts including Saturday or Sunday.</span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">Experience with SMB / non-tech savvy personas a plus.</span></li>\n<li style=\"margin: 0in 0in 8pt 0px; line-height: 106%; font-size: 12pt; font-family: 'Times New Roman', serif;\"><span style=\"font-size: 10.0pt; line-height: 106%; font-family: Arial, sans-serif; color: black;\">Experience supporting software that offers a freemium platform a plus.</span></li>\n\n\n</ul></li>"
    }
  ],
  "country": "US",
  "createdAt": 1773420019558,
  "updatedAt": null,
  "categories": {
    "team": "Technical Customer Care",
    "location": "Minneapolis, Minnesota",
    "commitment": "Full Time",
    "department": "Technical Support",
    "allLocations": [
      "Minneapolis, Minnesota"
    ]
  },
  "salaryRange": null,
  "workplaceType": "onsite"
}