Customer Support Supervisor (Remote)

Headquartered in Denver, Colorado with additional offices in Arizona and California, FRONTSTEPS is a SaaS company with a resident engagement platform to empower communities to be safe, informed, and efficient. More than 23,000 communities nationwide — that’s 4.4 million homeowners — are covered by FRONTSTEPS services! We deliver solutions that simplify how management companies, homeowner associations, builders, and security & patrol experts build, connect, operate, and secure modern communities. With a focus on mobile-first technology and best-in-class integrations, our products make it easy for community leaders and homeowners to communicate, collaborate, and drive a more prosperous community. FRONTSTEPS is guided by the core values of 1) developing our people, 2) taking care of the customer at all times, 3) moving with purpose and urgency, 4) being open, honest, and transparent, 5) innovating and failing forward, and 6) being courageous. POSITION OVERVIEW The Customer Support Supervisor will be responsible for supervising the Security Support team. We are seeking a candidate with strong business acumen, experience with supporting Software-as-a-Service (SaaS) technology products and computer hardware, excellent communication skills and a track record of successfully leading people in a technical service-related support function. JOB RESPONSIBILITIES Manage schedules and coverage during hours of operation for local support team Manage case queue counts for team members to ensure all client responses are being followed up on and resolved in a timely manner Provide performance feedback to team members as well as provide individual coaching Ensure team is uptrained on new processes and answer questions regarding product support Display proficiency on SaaS products to include payment integrations Assign escalated cases to team members and/or assist to achieve timely resolutions Handle escalated client calls Performs other related duties as requested by management SKILLS & QUALIFICATIONS A bachelor’s degree in business, computer science, information systems, liberal arts, or a related field preferred but not required 1 – 3 years supervising a non-exempt customer-facing team that includes performance coaching, scheduling and managing workload 3+ years of experience in a technical customer service/support setting, strong preference for operating in a technical space with high degree of critical thinking and problem solving preferably in a SaaS environment Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames for a team Thoroughly understand, reproduce, and solve technical issues Able to handle escalated cases and customers with a high sense of urgency and follow through. Passionate about continual learning and sharing knowledge Ability to communicate technical information to non-technical customers Comfortable supporting software both remotely and directly Strong team player who understands that proactive customer service comes first before anything else Ability to work cross functionally with many people without being constrained by your job function Collaborative, upbeat work ethic where you can take ownership and have fun Demonstrated use of CRM applications This position will be based remotely with an annual salary of $55,000 - $65,000. Occasional meetings may be required in Denver headquarters. Benefits include the following: Medical, Dental, and Vision Company sponsored Life Insurance Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance FSA/HSA Paid Time Off Sick Time Internet Reimbursement 401k Match FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.