Customer Support Supervisor
$70,000–$95,000 year
On-site · Denver, Colorado, United States
Denver, Colorado, United StatesOn-siteFull Time$70,000–$95,000 yearMid LevelNot SpecifiedUnknown
Type
Full Time
Level
Mid Level
Education
Not Specified
Company size
Unknown
Job Summary
The Customer Support Supervisor will lead the Caliber and Payment Support teams, manage schedules for local and remote members, monitor case queue counts, and provide performance coaching to drive KPIs. The role requires expertise in SaaS products and payment integrations, strong ability to train on new processes, handle escalated calls, and collaborate across functions while upholding FRONTSTEPS policies and support protocols.
Required Qualifications
- 3+ years supervising a non-exempt and exempt customer-facing team
- 3+ years working with Caliber Accounting Software in a Management Company or HOA
- 5+ years of experience in a technical customer service/support setting, preferably SaaS
- Strong communication, coaching, and problem-solving skills
- Ability to work remotely and in-person as needed
- CRM experience
- Experience with SaaS product support and payment platforms
- Ability to handle escalations and maintain customer satisfaction
- Ability to work cross-functionally
- Familiarity with training and process improvements
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