Tapcheck · 2 weeks ago
Supervisor, Customer Support
Plano, TX Office
Full-time
Hybrid
Mid, Senior Level
5+ years expTapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. The Supervisor, Customer Support role involves monitoring agent performance, managing ticket queues, and ensuring high customer satisfaction while collaborating with training teams to enhance resources and performance.
Employee BenefitsFinancial ServicesFinTechMobile Payments
No H1B
Responsibilities
Monitor and evaluate agent performance against set KPIs, including tickets taken, ticket solve rates, first response times, and total resolution times
Actively manage ticket queues to ensure efficient distribution and prioritization of tasks
Identify training needs for agents struggling to meet performance targets
Develop and deliver targeted training sessions to address these gaps, enhancing the team's overall capability and efficiency
Collaborate with Training to identify areas where documentation and support materials are lacking
Facilitate a feedback loop where such gaps are communicated and addressed, ensuring that agents have access to the necessary resources to improve ticket resolution times
Regularly analyze performance data to identify trends, areas for improvement, and successes
Prepare and present reports to senior management, highlighting achievements and outlining action plans for addressing any challenges
Ensure all customer interactions are handled professionally and in line with company standards
Monitor customer feedback and work with the team to improve the overall customer experience
Other duties as required
Qualification
Required
5+ years of experience in a customer support or customer service environment, with at least 3+ years in a supervisory or team lead role
Proven experience managing agent performance using KPIs such as SLAs, CSAT, first response time, and resolution time
Strong coaching and people-management skills, with the ability to motivate, develop, and hold team members accountable
Demonstrated ability to analyze performance data, identify trends, and translate insights into actionable improvement plans
Experience with ticketing and customer support platforms (e.g., Zendesk, Freshdesk, ServiceNow, or similar)
Excellent written and verbal communication skills, with the ability to provide clear feedback and present reports to senior leadership
Strong organizational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment
Ability to collaborate cross-functionally with Training, Product, and Enablement teams
Customer-focused mindset with a commitment to delivering high-quality service and continuous improvement
Benefits
Flexible Time Off
Health Insurance
Dental Insurance
Vision Insurance
401K Match
Company
Tapcheck
Tapcheck is a financial wellness platform that lets employees access a portion of their earned wages before payday.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$263.03MKey Investors
PeakSpan CapitalVictory Park CapitalFIS Impact Ventures
2025-04-14Series A· $25M
2025-04-14Debt Financing· $200M
2023-04-19Series Unknown· $18.03M
Leadership Team
Ron Gaver
Chief Executive Officer
Alex Gostomelsky
CFO
Recent News
Payments Dive
2025-10-28
Payments Dive
2025-06-13
2025-06-10
Company data provided by crunchbase