The Customer Support Supervisor oversees day‑to‑day support operations for Human API and Flyreel, ensuring timely, accurate, and high‑quality customer service delivery. This role manages a team of Support Representatives, drives performance, enhances workflows, and ensures service levels are consistently met across two highly technical, data‑driven platforms. The Supervisor acts as a partner to the Business Unit, Product, and Operations teams to support continuous improvement and customer satisfaction.

 

Accountabilities:

People & Performance Management

• Oversee onboarding of new Support Specialists to ensure understanding of Human API and Flyreel products, tools, workflows, and policies.

• Ensure all team activities adhere to established operational standards, SLAs, and compliance requirements.

• Facilitate continuous training and development on product updates, data handling, workflow changes, and customer scenarios.

• Manage individual and team scorecards, reviewing quality, productivity, and customer experience metrics.

• Monitor, evaluate, and provide ongoing feedback on team performance through regular coaching and mentoring.

• Conduct performance appraisals and participate in annual review cycles.

• Develop and implement Performance Improvement Plans (PIPs) when performance gaps arise.

• Approve and monitor daily attendance, schedule adherence, and workforce coverage.

• Oversee work output to ensure accuracy in API data handling, property inspection processing, ticket resolution, and customer escalations.

• Support employee engagement initiatives and team‑building activities.

Conflict & Crisis Management

• Proactively assess team needs and provide support to ensure well‑being and productivity.

• Address and resolve interpersonal or work‑related issues among team members with fairness and confidentiality.

• Communicate with and guide employees during crisis situations (system outages, high‑severity incidents, natural disasters, etc.).

• Escalate concerns to management along with recommended action plans.

Reporting

• Submit regular operational performance reports to local leadership.

• Prepare and deliver monthly performance updates to Business Unit stakeholders.

• Maintain and update dashboards, scorecards, and reports needed by stakeholders.

• Ensure all reporting data is accurate, timely, and complete.

Operational & Process Management

• Develop deep knowledge of Human API’s health data workflows and Flyreel’s AI property inspection processes to effectively supervise team output.

• Work alongside the production team to coach and provide subject‑matter support, especially during volume spikes, new feature releases, or staffing constraints.

• Create and execute operational plans to meet service levels, quality goals, and customer expectations.

• Lead process improvement initiatives based on ticket trends, workflow data, and customer feedback.

• Conduct monthly operational reviews and execute agreed‑upon action items with leadership and BU partners.

• Manage workload distribution, queue assignments, and prioritization of tasks.

• Partner with leadership to drive automation, efficiency, and system enhancement projects.

• Support and manage corrective action processes in collaboration with the Manager.

• Participate in annual process audits to ensure adherence to operational standards and compliance requirements.

• Ensure team compliance with all operational SOPs, security guidelines, and data privacy policies.

• Perform other duties as assigned.

Qualifications:

• Bachelor’s degree holder
• Must have excellent written and verbal communications skills and the ability to effectively collaborate across all levels of the organization
• Proven success at managing change
• Strong organizational, prioritization and delegation skills
• Proven problem solving and analytical skills
• Detail oriented and project management skills
• Must not have any performance or disciplinary issues in the past 12 months
• RELA 1.0 Graduate is an advantage but not required

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