Support Supervisor

Job description

This role is open to remote or hybrid candidates. Candidates based in the Dallas area will work from our Plano, Texas headquarters Tuesday through Thursday each week. Remote candidates will ideally sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, VA, WA, WI. At this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-1B, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future. **About the Job** The Support Supervisor keeps Tapcheck's customer support team running at its best every day. Reporting to the Support Manager, this role blends hands-on people leadership with real-time operational oversight: coaching agents, managing schedules, watching queue health, and using data to drive performance across Tier 1 and Tier 2 support. This role is built for a calm, organized leader who loves developing people and hitting service targets. The Support Supervisor partners closely with the Support Manager to execute on team goals, implement process improvements, and hold a high bar for quality across every support channel. **What You'll Do** **Team Management & Coaching** - Directly supervise a team of customer support specialists across Tier 1 and Tier 2 queues - Conduct regular 1:1s, provide real-time coaching, and deliver constructive performance feedback - Support onboarding and training of new hires, ensuring they are set up for success from day one - Foster a collaborative, accountable, and positive team environment **Operational Oversight** - Monitor queue health, ticket volumes, and SLA adherence in real time, making adjustments as needed - Manage team schedules, shift coverage, and time-off requests to ensure adequate staffing levels - Serve as the first point of escalation for agents encountering complex or sensitive customer issues - Ensure tickets are triaged, prioritized, and routed correctly across support categories (Balance, Employee, Client) **Performance & Quality** - Track and report on key performance metrics including CSAT, first response time, resolution time, and ticket backlog - Conduct regular QA reviews of agent interactions and provide targeted coaching based on findings - Identify trends in ticket volume, common issues, and agent performance to inform process improvements - Partner with the Support Manager to set team goals and hold the team accountable to targets **Process & Communication** - Communicate updates on product changes, known issues, and process changes to the team promptly - Collaborate cross-functionally with Product, Engineering, and Operations to relay frontline insights - Contribute to the development and maintenance of internal documentation, macros, and knowledge base articles **How Success Is Measured** - **Service levels:** Consistent SLA adherence and healthy first response and resolution times - **Customer experience:** CSAT at or above target - **Queue health:** Backlog kept under control, with tickets triaged and routed correctly - **Team performance:** QA scores and agent performance trending up through regular coaching **What You've Done** **Required** - Spent 3+ years in customer support, including at least 1 year in a supervisor or team lead role - Coached, motivated, and developed support team members to stronger performance - Run support operations day to day, including queue management, SLA tracking, and workforce scheduling - Worked in support ticketing systems such as Zendesk, Salesforce Service Cloud, or Freshdesk - Interpreted support metrics and turned them into actionable improvements for your team - Communicated clearly in writing and verbally with agents, customers, and cross-functional partners - Stayed calm and solution-oriented in high-pressure, high-volume situations - Balanced multiple priorities while shifting between tactical and strategic work **Preferred** - Worked in earned wage access (EWA), payroll, fintech, or HR technology - Used workforce management tools and scheduling platforms - Built or run QA frameworks, CSAT/NPS programs, or support quality initiatives - Built reporting in Zendesk Explore dashboards or similar analytics tools - Supported a fast-growth startup or scaling support organization **About Tapcheck** Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis. The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances. **How We Get Things Done** Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process. - **Humility:** We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues. - **Grit:** We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth. - **Raising the Bar:** Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes. - **Striving for Growth:** We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company. **Why Join Tapcheck?** - **Mission that matters.** We're changing how Americans access their pay, giving workers financial flexibility without the debt trap of payday loans. - **Flexible PTO.** No accrual caps, no counting days. Take the time you need. - **10 paid holidays.** Including both Christmas Eve and New Year's Eve. - **Comprehensive health coverage.** Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife. - **FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP).** - **401(k) with a 100% match up to 3% of your salary**, through Mutual of America. Eligible after 90 days. - **A team that lives its values.** Humility, grit, and a genuine drive to raise the bar, every day. **Compensation** Compensation at Tapcheck is competitive and benchmarked to your role and the market. We're committed to a total rewards package that reflects your impact. Full details are shared as part of our hiring process. **Equal Employment Opportunity Policy** *Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.*