Tier 2 Support Supervisor
Minneapolis, MN
CX – Customer Support /
Full-time /
Remote
At Center, we’re building forward-looking technology to simplify how people work. Our transformative expense management solution is purposely built and offers three important advantages: it eliminates expense reporting for employees, radically reduces the amount of time needed to process expenses in the finance department, and offers real-time reporting and insights to drive cost-savings, analyze trends, and hit budget targets.
The Center team believes that great businesses are built by people who share common values. For us that means a passion for invention, a deep commitment to the customer, integrity, and operating with a sense of care and respect for one another. Working at Center you'll be joining a team that is intellectually curious, has a high degree of personal ownership and accountability, and values teamwork and collaboration.
Why Center?
Center is a hyper-growth SaaS company backed by the co-founder of Concur. We constantly strive to create an environment that allows our employees to thrive and do great work. We are a distributed workforce and have two amazing workspaces in Bellevue, WA and Minneapolis, MN.
At Center, we are passionate about empowering businesses with innovative financial solutions and exceptional customer support. As a Tier 2 Support Supervisor, you will play a key role in driving operational excellence within our support team, ensuring our customers receive timely, effective, and empathetic assistance. This role is ideal for someone who thrives on problem-solving, is solutions-oriented, and has a passion for improving support operations. You will lead a team of Tier 2 Support Analysts, monitor key performance metrics, and act as a key escalation point for high-impact cases.
You Will Have the Opportunity To:
- Live monitor performance metrics such as Call Wait Times, Initial Response Time, Case Handling Time, First Contact Resolution, CSAT, Responsiveness Score, and Aging Customer Responded cases.
- Address and manage internal and external escalations, serving as the primary point of contact for the Tier 2 Support team.
- Audit cases, phone calls, and chats to ensure compliance with internal processes and maintain quality standards.
- Proactively manage complex issues, including Bank Returns (Corpay payment not received), Temporary Line Increases, and Early Paydown Management.
- Keep Tier 2 Support Team wikis up to date, coordinating regular content refresh initiatives.
- Conduct regular one-on-one meetings with team members, providing constructive feedback and career development guidance.
- Collaborate cross-functionally to identify opportunities for process improvement and optimize workflows.
What You Will Bring to the Role:
- Proven experience in managing or supervising a customer support team.
- Strong analytical skills with the ability to monitor and interpret performance metrics.
- Experience addressing escalated customer cases with a focus on resolution and customer satisfaction.
- Ability to audit and ensure compliance with support protocols and processes.
- Proficiency in knowledge management and documentation best practices.
- A track record of coaching and developing team members to achieve their full potential.
Personal Attributes:
- Solutions-oriented mindset with a passion for improving operations.
- Excellent communication and interpersonal skills.
- Proactive and adaptable approach to problem-solving.
- Detail-oriented with a commitment to accuracy and quality.
- Empathetic leadership style with a focus on team development and morale.
- Ability to thrive in a fast-paced, dynamic environment.
$90,000 - $106,000 a year
We offer an excellent compensation package for all Center employees. This includes competitive salary, performance bonus, generous paid time off, comprehensive health benefits and 401(k) participation.
The pay transparency for this role is $90,000-$106,000 annually + equity. In addition, Center offers a Self-Managed PTO plan, 9 Paid Holiday’s, Paid Parental Leave, Commuter Stipend, and health care benefits including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter and 401(k).
Join us at Center and be part of a team that values collaboration, innovation, and excellence in delivering exceptional support experiences to our customers.
Why Center?
· Backed by the co-founder of Concur
· All team members have the opportunity to make a critical impact at an early stage business
· An experienced management team that understands the space and knows how to build high performing teams
· Ownership through stock option grants
· Competitive base salary compensation package
· Comprehensive health insurance plan
· Flexible, self-managed PTO policy
· 401k program
· Great co-workers and a collaborative team that is passionate about helping every business to get the most out of every dollar they spend!
Center is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
