Supervisor, Customer Support
$61,200–$81,600 year
On-site · San Jose, California, United States or Irvine, California, United States
San Jose, California, United States or Irvine, California, United StatesOn-siteFull Time$61,200–$81,600 yearMid LevelBachelors DegreeComputer HardwareLarge
Type
Full Time
Level
Mid Level
Education
Bachelors Degree
Company size
Large
Industry
Computer Hardware
Job Summary
Oversee global customer support operations across regions and languages, manage day-to-day call center operations and workforce planning, design and deliver training, partner with vendors, drive AI-enabled support initiatives (virtual agents, agent copilots, knowledge retrieval), monitor quality and compliance, handle escalations, lead governance and cross-functional reviews, and travel up to 5% as needed.
Required Qualifications
- Bachelor’s degree or equivalent experience, with progressive experience managing customer service operations in fast-paced, multilingual environments.
- Proven track record running training and/or quality programs across internal teams and outsourced vendors.
- Strong communication skills and executive presence; able to synthesize insights and influence cross-functionally.
- Organizational excellence: adept at prioritizing multiple projects, coordinating across functions, and driving outcomes under deadlines.
- Working knowledge of CRM and CCaaS platforms, online support tools, and MS Office/Office 365.
- Practical familiarity with AI in support, such as: Conversational AI (chatbots/voicebots), speech-to-text, sentiment analysis, auto-summarization; Agent assist/copilot tools, knowledge search/retrieval, prompt design and evaluation; Quality analytics and auto-scoring, interaction analytics, work-intent classification; A/B testing, dashboarding, and KPI instrumentation.
Desired Qualifications
- Bachelor’s degree or equivalent experience
- progressive experience managing customer service operations in fast-paced multilingual environments
- experience running training and/or quality programs across internal teams and outsourced vendors
- strong communication skills and executive presence; able to synthesize insights and influence cross-functionally
- working knowledge of CRM and CCaaS platforms, online support tools, and MS Office/Office 365
- practical familiarity with AI in support (conversational AI, agent copilot/tools, auto-summarization, QA analytics, A/B testing)
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