Support Supervisor

The Support Supervisor keeps Tapcheck's customer support team running at its best every day. Reporting to the Support Manager, this role blends hands-on people leadership with real-time operational oversight: coaching agents, managing schedules, watching queue health, and using data to drive performance across Tier 1 and Tier 2 support. The role is open to remote or hybrid candidates. Candidates based in the Dallas area will work from the Plano, Texas headquarters Tuesday through Thursday each week. Tapcheck is a digital platform offering on-demand earnings access, available at no cost to employers.

Responsibilities

Directly supervise a team of customer support specialists across Tier 1 and Tier 2 queues; Conduct regular 1:1s, provide real-time coaching, and deliver constructive performance feedback; Support onboarding and training of new hires; Foster a collaborative, accountable, and positive team environment; Monitor queue health, ticket volumes, and SLA adherence in real time; Manage team schedules, shift coverage, and time-off requests; Serve as the first point of escalation for agents encountering complex or sensitive customer issues; Ensure tickets are triaged, prioritized, and routed correctly across support categories (Balance, Employee, Client); Track and report on key performance metrics including CSAT, first response time, resolution time, and ticket backlog; Conduct regular QA reviews of agent interactions and provide targeted coaching; Identify trends in ticket volume, common issues, and agent performance to inform process improvements; Partner with the Support Manager to set team goals and hold the team accountable to targets; Communicate updates on product changes, known issues, and process changes to the team promptly; Collaborate cross-functionally with Product, Engineering, and Operations to relay frontline insights; Contribute to the development and maintenance of internal documentation, macros, and knowledge base articles

Requirements

Spent 3+ years in customer support, including at least 1 year in a supervisor or team lead role; Coached, motivated, and developed support team members to stronger performance; Run support operations day to day, including queue management, SLA tracking, and workforce scheduling; Worked in support ticketing systems such as Zendesk, Salesforce Service Cloud, or Freshdesk; Interpreted support metrics and turned them into actionable improvements for your team; Communicated clearly in writing and verbally with agents, customers, and cross-functional partners; Stayed calm and solution-oriented in high-pressure, high-volume situations; Balanced multiple priorities while shifting between tactical and strategic work; Candidates must already have the right to work in the United States without employment-based visa sponsorship

Nice to have

Worked in earned wage access (EWA), payroll, fintech, or HR technology; Used workforce management tools and scheduling platforms; Built or run QA frameworks, CSAT/NPS programs, or support quality initiatives; Built reporting in Zendesk Explore dashboards or similar analytics tools; Supported a fast-growth startup or scaling support organization

Benefits

Flexible PTO with no accrual caps; 10 paid holidays; Medical coverage through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution); Dental and vision through MetLife; FSA; Basic Life/AD&D; Employee Assistance Program (EAP); 401(k) with a 100% match up to 3% of salary through Mutual of America, eligible after 90 days