Customer Support Supervisor

Location: Los Angeles, CA or Dallas–Fort Worth, TX (Hybrid)

We’re looking for a Customer Support Supervisor to lead a growing team of 10+ agents, ensuring world-class service for our clients. This is a player-coach role: you’ll both manage the team and step in to handle escalated issues directly. The ideal candidate has 5–7 years of experience in a contact center role, preferably in the transportation or logistics industry, and is comfortable in a fast-paced environment where goals can shift quickly.

What You’ll Do

• Lead and coach a team of ~10 agents, with room for growth.
• Monitor and manage performance against key SLAs (first response time, resolution time, response quality).
• Oversee timely, high-quality responses in Zendesk (email) and externally-facing Slack channels.
• Use Zendesk dashboards to track team performance in real time and reassign resources as needed.
• Act as an escalation point, personally handling complex issues.
• Provide reporting on SLA adherence, ticket trends, and client satisfaction.
• Work self-directed in a fast-moving environment without heavy oversight.
• Be available primarily during business hours, with flexibility for urgent after-hours escalations.

What We’re Looking For

• 5–7 years of customer support/contact center leadership experience, ideally in transportation or logistics.
• Strong experience with Zendesk for monitoring, reporting, and team management.
• Proven ability to lead and coach teams while also acting as a hands-on contributor.
• Experience working with overseas/distributed teams.
• Based in Los Angeles or Dallas–Fort Worth, with the ability to work in a hybrid environment.