Support Supervisor

The Company:

WorkStep is the leading employee engagement platform for the frontline. Our comprehensive solution brings HR and Operations teams together to help reduce turnover, increase productivity, and engage the hourly workforce. With WorkStep, leaders gather the feedback they need to take action and drive their business forward.

Our mission is simple: to make the supply chain a better place to work. WorkStep’s holistic employee engagement solution ties feedback to business outcomes and empowers leaders to drive meaningful, organizational change. By bringing comprehensive listening, predictive analytics and workforce communication together in one solution, WorkStep gives companies within e-commerce, manufacturing, retail, CPG, transportation, and logistics the tools they need to take action and transform their business.

The Role:

WorkStep’s Customer Support team is responsible for assisting our customers in their use of our products, providing customer education resources, and executing operational tasks that support our customer’s employee engagement needs. We provide support through email, chat, and voicemail, and conduct bi-weekly and monthly training sessions for our customers.

The Customer Support Supervisor oversees Customer Support Associates daily tasks, contributes to casework and manages escalations, and is responsible for conducting quality assurance procedures for casework and operational tasks. This position, at times, performs within ambiguous environments or periods of working autonomously, and so requires the ability to think critically and utilize resources to arrive at effective solutions. This is a 2nd shift/evening schedule position; Some schedule flexibility is required to cover PTO and holidays as needed.

Responsibilities:

• Contributing to casework volume and operational tasks by owning escalations and requests during periods where no other associates are scheduled.
• Demonstrating a commitment to exceptional customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively.
• Providing educational resources for our customers by conducting bi-weekly customer training sessions and contributing to our external knowledge bases.
• Conducting quality assurance procedures and providing coaching to ensure associates understand and comply with support objectives, performance standards, and policies.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and making corrective action, if necessary.
• Identifying and surfacing creative ways to improve processes and tools.
• Maintaining discretion and confidentiality in all areas pertaining to data and proprietary information.
• Maintaining professional maturity in all elements of the role, particularly as it relates to people management tasks and cross-functional projects.

Requirements

• Three or more years of customer support/service experience in a call center or high volume environment.
• One or more years of supervisory experience.
• Ability to work, coach, and communicate effectively in a remote environment.
• Understanding of confidentiality principles and data sensitivity.
• Availability to work PST hours, and cover PTO and holidays as needed.
• Passion for the WorkStep mission

Preferred experience:

• Experience providing white glove or enterprise level support
• Experience using Salesforce/Service Cloud
• Experience working with (or in) our primary industries: HR, warehousing, trucking, manufacturing and production
• Bilingual - English and Spanish

Benefits

WorkStep is a fully remote company, meaning our team can work from where it suits them—whether that's East Coast or West Coast, in the mountains, or at the beach. We're a collaborative bunch who are focused on helping our customers succeed and deliver results, FAST. But we also know how to have fun and enjoy each other's company. Our benefits include:

• Remote working environment
• Flexible PTO
• Top-notch technology
• Annual team building on-sites
• Workspace, wellness, and professional development stipends
• Internet and phone reimbursement
• Competitive company-sponsored health, vision, and dental benefits package
• Opportunity to join a passionate, motivated, and fun team at an early stage to help shape and execute on our mission

If you’re a collaborator who likes a challenge, who doesn’t mind rolling up their sleeves, and wants to join a fast-growing company at an early stage, we want to hear from you!

WorkStep determines pay range based upon numerous compensation factors, including experience, skill set, and a geographic market approach. A current and reasonable estimated range for this position is $63,000 to $85,000. However, it’s possible for an individual to be hired at a salary outside of this range.

WorkStep is an EEO employer. We do not discriminate against any applicant for employment, or any employee because of race, color, religion, national origin, age, sex, sexual orientation, gender identity, gender, disability, age, or protected veteran status. We are committed to building a safe, inclusive environment for people of all backgrounds.