JOB SUMMARY
As our Support Center Supervisor, you'll lead the daily operations of OneCloud's Support Center across our full UCaaS and CCaaS product suite. You'll own the ticket queue from start to finish; triaging, assigning, prioritizing, and closing out issues; while mentoring a team of Level I and II technicians through daily coaching and hands-on technical guidance. As the first point of escalation for both your team and our customers, you'll dig into root causes and drive quality assurance, making sure every issue gets resolved for good and leaves behind a clean, defensible record. If you're a natural leader who takes ownership of outcomes and enjoys helping others grow, we'd love to hear from you, apply today.
DUTIES AND RESPONSIBILITIES
Queue Ownership & Operations
- Own the daily operation of the ticket queue, ensuring every active case has a correct owner, priority, status, and documented next step.
- Perform ticket triage on incoming requests, including priority assignment per the Priority Matrix SOP and assignment based on technician skill, account familiarity, and workload.
- Review open and pending cases at least daily, following up with technicians and re-assigning or escalating as needed to drive resolution; monitor and enforce SLA/SLO adherence, intervening on at-risk cases before they breach.
- Coordinate service dispatches from support operations and manage operational vendor escalations, ensuring vendor ticket references are recorded in the OneCloud ticket.
- Provide the Operations Manager with regular updates on support operations’ performance, trends, and improvement initiatives; oversee process changes, identified problems, and configuration standards; perform additional duties as assigned.
Quality Assurance & Root Cause
- Own the case quality assurance process, reviewing completed cases against documentation and handling standards before closure, and ensuring accurate root cause is identified and documented, with diagnostic state captured before remediation.
- Review escalation notes for completeness before a case advances to a higher tier, returning insufficient notes to the technician for revision.
- Identify recurring incidents and trends, distinguish incidents from underlying problems, and raise known errors to the Operations Manager and Engineering with supporting data.
- Flag cases requiring coaching, correction, or recognition, and document findings in the appropriate management or HR system of record.
Team Leadership & Development
- Supervise assigned Level I and Level II technicians, aligning daily activity with department and organizational goals; provide ongoing coaching, feedback, and mentorship, documenting sessions and holding regular 1:1s with each direct report.
- Complete annual performance evaluations for assigned subordinates.
- Escalate all formal disciplinary matters, performance improvement plans, corrective action, and hiring decisions to the Operations Manager — this role does not carry independent disciplinary or hiring authority, though it may participate in and provide input on candidate interviews.
- Develop and coordinate training and cross-training so technicians are equipped for their tier and the team builds bench depth; foster a culture of continuous learning, documentation, and accountability, and contribute to SOP development and revision.
Documentation & Customer Escalation
- Coordinate creation and maintenance of internal knowledge base articles, keeping them current and accurate and converting resolved cases with reusable value into documentation; maintain customer configuration and account documentation sufficient to demonstrate accountability and establish fault boundaries.
- Serve as the first point of escalation for customers and the support team, escalating to the Operations Manager when an issue exceeds this role's scope, authority, or resolution capability.
- Ensure clear, timely, professional communication by technicians throughout the case lifecycle, and directly manage high-visibility, high-priority, and at-risk customer situations, including proactive outreach and status communication.
- Other duties as assigned by leadership
