Job Description
Apply today to join Coreforce, where your Customer Success expertise makes a real impact.
Join Our Team as a Client Support Supervisor
Company: Coreforce
Location: Remote
Job Type: Full-time
Salary: Based on Experience
Company Overview:
Coreforce is an innovative SaaS company providing digital solutions for frontline professionals. Our products, body cameras, in-car videos, mobile routers, and digital evidence systems, help public safety officers and first responders save lives, strengthen community trust, and enhance accountability.
Client Support Supervisor – Build Your Career with Purpose
Join Coreforce and use your customer success skills to support innovative technology that strengthens communities.
Why You’ll Love Working Here:
- 15 PTO days + floating holiday
- Competitive benefits: medical, dental, vision, 401(k). We provide 401(k) matching per the terms of the 401(k) plan.
- Annual bonus and tuition reimbursement
- Career growth in a fast-growing, mission-driven company
- Collaborative, purpose-driven culture
Responsibilities:
- Monitor and report on key performance metrics (SLA adherence, CSAT, response/resolution times, ticket backlog) and identify opportunities for improvement.
- Manage work schedule and availability in support systems (attendance and performance).
- Oversee timecard entry and approvals.
- Monitor and manage call queue as it pertains to the Support Team and customer resource need
- Manage escalated ticket queue and attend internal meetings regarding escalations as appropriate
- Ensure Support processes are followed and identify new processes where appropriate.
- Create, maintain, and analyze support reports and dashboards to identify trends and gaps.
- Oversee creation and maintenance of internal and customer-facing knowledge base documentation.
- Collaborate with Product, Engineering, and QA teams to communicate customer-impacting issues.
- Maintain training equipment.
- Promote a Customer Centric environment and help to ensure support issues are handled in a timeline manner, and customers receive updates on existing tickets
- Oversee Tier-2 to Tier-3 escalation process for tracking and customer follow-up, including accurate DevOps creation for ticket escalations.
- Coordinate with Tier-3 to provide Support priorities for existing escalations
- Ensure Tier-3 updates are provided to Tier-1/Tier-2 members and ultimately customers
- Oversee product release coordination for resolved tickets
- Train & mentor Tier-1 & Tier-2 Customer Support Representatives
- Coordinate and lead monthly Team meetings with an Agenda sent in advance
- Attend and complete Coreforce -provided Management/Leadership Training as assigned.
- Suggest topics for Support training to improve team skills
- Create and distribute performance reviews for team members.
- Oversee Zendesk configuration.
- Assist in call queue as needed for overflow support.
- High school diploma or GED is required, an associate’s degree or higher or technical certifications are highly preferred.
- 2+ years of experience as a Technical or Customer Support Representative or similar Customer Service role is required. Familiarity with the public safety industry is a plus.
- Experience using help desk software and remote support tools is required. Experience with Zendesk is highly preferred.
- Ability to pass and maintain FBI and State Criminal Justice Information Security (CJIS) background check(s) and certifications are required.
- Excellent verbal and written communication skills.
- Strong client-facing customer service skills, with the ability to effectively communicate with diverse personalities.
Coreforce is an equal opportunity employer committed to diversity and inclusion.