X - Customer Support Supervisor

📌 Core Information

🔹 Job Title: Customer Support Supervisor

🔹 Company: Zentro

🔹 Location: Chicago, Illinois, United States

🔹 Job Type: Remote

🔹 Category: 📞 Customer Service

🔹 Date Posted: March 31, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: True

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Leading a team of Tier I Representatives
• Resolving complex customer service issues
• Maintaining performance metrics (KPIs, SLAs)
• Collaborating with senior management for service improvements

ASSUMPTION: The job overview assumes a high degree of interaction with both team members and management to ensure service quality and meet company standards.

📋 Key Responsibilities

✅ Lead and supervise daily activities of the Tier I team

✅ Ensure achievement of key performance metrics

✅ Set and manage work schedules to optimize productivity

✅ Communicate product and procedural information to team

✅ Monitor and analyze performance metrics and KPIs

✅ Address performance issues and apply disciplinary actions when needed

✅ Hire, coach, and train team members for improved performance

✅ Conduct quarterly performance reviews

✅ Resolve complex issues escalated by Tier I agents

✅ Implement and review operational protocols for efficiency

✅ Facilitate weekly meetings to communicate process changes

ASSUMPTION: Responsibilities suggest the Supervisor plays a critical role in both day-to-day operations and strategic improvements of customer support practices.

🎯 Required Qualifications

Education: Not Specified

Experience: 2-5 years in customer support roles with supervisory experience preferred

Required Skills:

• Customer Support
• Team Leadership
• Performance Management
• Coaching
• Communication

Preferred Skills:

• Operational Efficiency
• Process Improvement

ASSUMPTION: Assumes typical skill sets for supervisory roles in customer service contexts, especially in fast-paced environments.

💰 Compensation & Benefits

Salary Range: Not specified; competitive based on industry standards in Chicago

Benefits:

• Health insurance
• Paid time off
• Retirement savings plan

Working Hours: 40 hours per week with potential flexibility for remote work

ASSUMPTION: Benefits are assumed from industry standards for companies of similar size and nature.

📌 Applicant Insights

🔍 Company Context

Industry: IT Services and IT Consulting

Company Size: 11-50 employees, which allows for substantial individual impact and close-knit company culture

Founded: 2001, with a strong history in Chicago-based internet services

Company Description:

• Provider of leading technology and customer service
• Operates a Chicago-based Gigabit Internet Network
• Offers 24/7/365 Chicago-based customer support

Company Specialties:

• Fast internet services
• Local customer support

Company Website: https://zentrointernet.com

ASSUMPTION: The company's industry position as a local leader implies a focus on quality and community engagement.

📊 Role Analysis

Career Level: Mid-level management with supervisory duties

Reporting Structure: Reports to the Director of Support

Work Arrangement: Remote work with potential on-site interactions for team cohesion

Growth Opportunities:

• Potential to advance to higher management roles
• Opportunity to innovate in support strategies
• Engage in cross-departmental projects

ASSUMPTION: Career progression opportunities are available, especially as the company continues to expand.

🌍 Location & Work Environment

Office Type: Headquarter office located in a tech hub area

Office Location(s): 2241 S Wabash Ave, Chicago, Illinois, US

Geographic Context:

• Located in Chicago's West Loop tech hub
• Close to public transport and amenities
• Near restaurants and entertainment venues

Work Schedule: Standard weekday schedule, remote flexibility

ASSUMPTION: Location offers both a vibrant and accessible work environment, perfect for work-life balance.

💼 Interview & Application Insights

Typical Process:

• Initial application screening
• Phone interview
• Technical and behavioral assessments
• In-depth interview with management

Key Assessment Areas:

• Problem-solving skills
• Leadership and management capability
• Communication proficiency

Application Tips:

• Highlight leadership experiences
• Provide examples of problem-solving
• Emphasize customer service achievements

ATS Keywords: Customer Support, Team Leadership, Performance Management, Communication, KPI Monitoring

ASSUMPTION: Structured interview processes are typical for roles requiring supervisory responsibility.

🛠️ Tools & Technologies

• CRM systems (Customer Relationship Management)
• Timekeeping software
• Team collaboration platforms (Slack, Microsoft Teams)

ASSUMPTION: Technological tools reflect standard practices in effective customer support operations.

👔 Cultural Fit Considerations

Company Values:

• Innovation and excellence
• Community involvement
• Strong customer focus

Work Style:

• Proactive and entrepreneurial spirit
• Collaborative and team-oriented
• Results-driven with a focus on continuous improvement

Self-Assessment Questions:

• How do you handle complex customer escalations?
• Describe your approach to team leadership and coaching.
• What strategies do you use to meet performance targets?

ASSUMPTION: Culture emphasizes innovation, teamwork, and customer satisfaction as core values.

⚠️ Potential Challenges

• Managing remote team dynamics
• Ensuring consistent performance across teams
• Handling escalations tactfully
• Integrating new procedures efficiently

ASSUMPTION: Challenges align with typical issues faced in remote supervisory roles that demand high communication and leadership skills.

📈 Similar Roles Comparison

• Typically involves supervisory duties across customer-focused teams
• Requires strong KPI management and customer success focus
• Demands both strategic and operational excellence

ASSUMPTION: Role compares with typical Tier 1 supervisory roles in IT service providers, with added emphasis on local community engagement.

📝 Sample Projects

• Implementing new customer service training modules
• Developing strategies for improved SLA compliance
• Optimizing current support processes for efficiency

ASSUMPTION: Projects align with typical initiatives a team supervisor might lead to enhance service delivery and efficiency.

❓ Key Questions to Ask During Interview

• What are the primary goals for this position in the first 6 months?
• How does Zentro measure customer satisfaction and success?
• Are there opportunities for professional development?
• What are the expectations regarding remote work?
• How does the company culture support team initiatives?

ASSUMPTION: Questions reflect candidate priorities on growth, company culture, and job expectations.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Include a detailed resume highlighting relevant experience
• Prepare a cover letter addressing why you’re a good fit
• Research Zentro and align your application to company values
• Highlight any local community engagement or previous contextual experiences

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.