Customer Support Supervisor

Industry: Transportations

Job Summary

The Customer Support Supervisor is responsible for leading the technical support team ensuring high-quality technical assistance rapid bug/issue resolution and seamless coordination with Engineering IT and Product teams. This role focuses on the functional success of the customer monitoring technical performance team troubleshooting proficiency and the continuous improvement of support workflows.

Key Responsibilities

Technical Leadership & Coordination

• Supervise and coach the Technical Support (TS) and Tier 2 Support teams.
• Assign technical tickets and manage shift schedules to ensure 24/7 or high-traffic coverage.
• Monitor technical accuracy resolution times and the quality of troubleshooting steps.
• Provide expert guidance for complex technical escalations and system outages.
• Conduct regular technical briefings and product update sessions.

Technical Case & Escalation Management

• Ensure all technical inquiries and bug reports are addressed within SLA.
• Review high-priority technical cases and coordinate fixes with Engineering and IT teams.
• Support Key Accounts on critical technical integrations or system deployments.
• Track system status and ensure VIP customers receive proactive alerts on technical maintenance.

Process & Support Quality

• Review and optimize technical support SOPs and troubleshooting guides.
• Monitor support channels including ticket systems developer forums and technical logs.
• Maintain accurate technical documentation bug logs and resolution reports.
• Coordinate with the Product team to ensure support documentation aligns with the latest releases.

Reporting & Performance Monitoring

• Prepare weekly and monthly reports on system stability and support performance.
• Review KPIs/OKRs focused on First Contact Resolution (FCR) and Time to Resolve.
• Track recurring technical bugs and propose product improvements to management.

Technical Training & Development

• Train new staff on product architecture system workflows and diagnostic tools.
• Conduct refresh training on new feature releases and advanced troubleshooting.
• Share user feedback and technical friction points with internal teams to improve product UI/UX.

Qualifications

• Bachelors degree in Information Technology Computer Science or related technical field.
• 2 years of experience in Technical Support SaaS or IT Helpdesk.
• Experience supervising a technical team or acting as a Senior Support Lead.
• Proficient in Ticketing Systems (Jira/Zendesk) and basic knowledge of APIs or SQL.
• Strong communication in Khmer; technical English proficiency is required.

Skills & Attributes

• Analytical Mindset: Strong root-cause analysis and diagnostic skills.
• Technical Coaching: Ability to explain complex concepts simply.
• Resilience: Calm under pressure during system outages or critical bugs.
• Detail-Oriented: Focused on documentation and precise technical follow-ups.

Works Closely With

• Tier 1 & 2 Technical Support Teams.
• Engineering & Product Development.
• IT Infrastructure & Security.
• Finance (Billing/Subscription Support).
• Product Marketing (Technical Documentation & Release Notes).