Customer Support Supervisor

Ready to be a Titan?We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We share happy and sad moments with our customers, we laugh and cry with them, and we build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belongAs a Customer Support Supervisor, you will help lead the support team, influence the company's continued success, and be a key part of the face ServiceTitan displays to its customers. The supervisor will ensure customer cases are handled efficiently and will share responsibility for the success of the team.What you'll do:Lead a team of 10-15 direct reports comprised of Customer Support Advocates and Customer Support Leads.Monitor team morale and ensure it stays at healthy levelsEnsure support cases are handled in a timely manner through monitoring case queues and assigning to team members as neededAct as a primary escalation resource for support agents needing managerial assistance with customersDevelop team member professional skills through 1:1s, performance reviews, and spot trainingTeam up with Support leadership to improve case quality and team efficiency by utilizing various tools at your disposal such as case QA, goal setting, optimizing workflows and moreAct as point of contact for other departments needing assignment of high priority support cases or assistance from support resourcesMaintain documentation on support processes and resourcesMaintain awareness of product enhancements and company newsWhat you'll need: 1-2+ years managing/leading a team Displays leadership qualities and treats all ServiceTitan employees as part of one unified teamExcellent people skills: must be personable, patient, good-humored and empatheticAn efficient and effective problem-solverExceptional customer relationship skills and a clear view on what constitutes excellent customer serviceA team player with strong communication and organizational skills—and an ability to “roll with the punchesMust have ServiceTitan ExperienceWhere you'll work:We are an office-centric team working a hybrid schedule of 3 days a week on site and up to 2 days remote.Be Human With Us:Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. What We Offer:When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more. Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.