Tapcheck · 1 day ago
Supervisor, Customer Support
Plano, TX
Full-time
Hybrid
Senior Level
$80K/yr - $80K/yr
5+ years expTapcheck is a digital platform that provides a convenient way for employees to access on-demand earnings. 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.
Employee BenefitsFinancial ServicesFinTechMobile Payments
No H1B
Responsibilities
Performance Management: Monitor and evaluate agent performance against set KPIs, including tickets taken, ticket solve rates, first response times, and total resolution times. Implement strategies to ensure the team consistently meets or exceeds these targets
Queue Management: Actively manage ticket queues to ensure efficient distribution and prioritization of tasks. Ensure agents are always engaged with active queues, optimizing workload distribution and minimizing idle time
Training and Development: 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
Feedback Loop Coordination: 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
Reporting and Analysis: 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
Customer Satisfaction: 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
Candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future
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