NineStar Connect - Support Center Supervisor
Core
Lead a team of Support Technicians to deliver exceptional service to members and customers via call, chat, and service order workflows.
Role type
Support Center Supervisor (People Leadership & Operations)
Builds
Daily support center operations, customer service workflows, and team performance
Domain
Telecommunications & Technical Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, 1:1 coaching, performance management, operational oversight, quality assurance, escalation handling, networking concepts (TCP/IP), internet troubleshooting, hardware support, ticketing systems, service order management
Preferred skills
Telecommunications experience, helpdesk experience, Microsoft products familiarity
Technologies
TCP/IP, ticketing systems, Microsoft products
Responsibilities
Conduct regular 1:1 coaching sessions and provide ongoing feedback, oversee daily Support Center operations including call/chat/service order workflows, monitor workload distribution and adjust based on operational needs, review reports and call metrics to ensure quality and efficiency, handle escalated customer concerns with professionalism, partner with internal teams on performance and needs
Seniority
Mid-level Manager (5+ years experience)
