CustomerSupportSupervisor

It's fun to work in a company where people truly BELIEVE in what they're doing! Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients. Pluss, part of the Fullsteam organization, provides shop management software with embedded payments processing, inventory management, and integrated accounting to Heavy Duty Truck and Trailer Repair businesses. The **Customer Support Supervisor** provides day‑to‑day oversight of Pluss’ Point of Sale (POS), Accounting, and IT support teams, ensuring consistent execution, strong performance, and a high‑quality customer experience. This role partners with Team Leads to manage coverage, escalations, KPIs, coaching, and continuous process improvement across support functions. ** Primary Responsibilities:** Team Supervision & People Management * Provide daily supervision and support to POS Technicians, Accounting Technicians, and IT Technicians. * Partner with Team Leads to manage scheduling, workload balancing, and coverage across support functions. * Conduct regular one‑on‑ones, performance check‑ins, and coaching conversations. * Support onboarding, training, and ongoing development of support team members. * Address performance issues promptly and professionally, escalating to HR or leadership as appropriate. Performance Management & KPIs * Work with Team Leads and Operations leadership to define, track, and report on key performance indicators (KPIs), including response times, resol