Advanced Support Supervisor

Serving over 5,000 small businesses today, we aspire to be the most relied-upon partner a business owner never has to think about. From Hourly Time Tracking and Time Clock software to Scheduling and automated Payroll and HR, we've built an easy-to-use platform with features that save our customers time and money.

As the Supervisor of Advanced Support, you will be responsible for monitoring the daily operations of the Advanced Support team, assisting members in resolving customer complaints, managing process discrepancies, and leading customer meetings and escalation initiatives to maintain the smooth delivery of services for customer satisfaction of our largest revenue customers. You’ll play a key role in building and maintaining customer relationships and fostering growth opportunities for our Advanced Support customers and team.

This role will report to the Senior Manager, Customer Support.

Whether remote or working from our Brooklyn-based office, you'll find a team-oriented environment where these truths matter:

reliability,

compassion, and

knowledge

[A good sense of humor helps, too!]

SALARY BAND: $90,000 - $110,000 Annual

Monitoring the daily activities of the Advanced Support operations and providing the Advanced Support Specialists with regular performance-related feedback

Trains and coaches staff in standard policies, procedures, and best practices

Assists Advanced Support Specialists with duties where required

You’ll be a direct escalation path for the Advanced Support customers, investigating and solving support complaints, and leading customer calls and outreaches with a high level of professionalism

Maintains documentation pertaining to the Advanced Support department activities, including support metrics, standard operating procedures, training resources, and helpful details of Advanced customer’s setup and processes within the Fingercheck platform

Collaborates with various departments, including (but not limited to) Customer Success, Tax, Banking & Risk, Billing, Product, and Engineering, to improve the overall customer experience of the Advanced customers

Participates in the planning of, and attends or delegates attendance, for customer touchpoints, including Quarterly Business Reviews

Partners with the Senior Manager of Customer Support to drive strategic planning and lead department-wide initiatives.

Bachelor’s degree required or equivalent

2+ years experience in a client-facing leadership role

Outstanding communication skills, both written and verbal

Outstanding organizational and time management skills

Process Improvement and Project Management skills

Ability to analyze data and take appropriate action

Ability to lead by example

Open, approachable, and positive attitude

Bias towards action

In performance of their respective responsibilities, all employees of Fingercheck are expected to:

Complete quality work within deadlines.

Interact professionally with other employees, customers, and suppliers.

Work effectively as a team contributor on all assignments.

Communicate and coordinate work efforts with other employees, customers and suppliers.

Perform other duties as assigned.

Attend work regularly based on the assigned schedule.

At Fingercheck, we're about making life easier for small business owners. We know payroll and HR can be a total headache, so we created a platform that simplifies everything. You can say goodbye to the stress and time-consuming tasks of payroll and HR management, including taxes and compliance – we've got you covered!

Our advanced AI and automation technology saves you time and money, so you can put energy into growing your business. And the best part? Our team is dedicated to providing top-notch support. We take the time to understand your needs and offer personalized solutions to make your internal processes quick, easy, and accurate.

Fingercheck is an equal opportunity employer that values diversity, inclusion, and belonging. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law.