NineStar Connect - Support Center Supervisor

NineStar Connect is seeking a highly motivated and experienced Technical Support Center Supervisor to ead our team of Support Technicians and help deliver exceptional service to our members and customers. This role is ideal for someone who enjoys balancing people leadership, technical support, and operational excellence—all while modeling the values that define who we are.If you’re someone who leads by example, thrives in a fast-paced environment, and is passionate about coaching others and improving the customer experience, we’d love to meet you.What You’ll DoAs a Support Center Supervisor, you will play a key role in ensuring smooth daily operations while supporting and developing your team.Leadership & Team DevelopmentLead by example in work ethic, professionalism, and attitudeConduct regular 1:1 coaching sessions and provide ongoing feedbackSupport employee development, goal setting, and performance improvementComplete mid-year and annual performance reviewsOperations & Support Center OversightOversee daily Support Center operations, including call, chat, and service order workflowsMonitor workload distribution and adjust based on operational needsReview reports and call metrics to ensure quality and efficiencyParticipate in an on-call rotation and support escalations as neededCustomer Experience & Quality AssuranceHandle escalated customer concerns with professionalism and careMonitor calls and interactions for quality assuranceEnsure consistent, high-quality service across all channelsCollaboration & CommunicationPartner with internal teams and call partners on performance, issues, and needsSupport onboarding of new employees and managed call center customersMaintain and improve department documentation and processes The regular schedule for this position is Monday - Friday 2:00 p.m. - 11:00 p.m. and includes on-call rotation and weekend coverage as needed.