Customer Technical Support Supervisor

Who We Are

Johnson Health Tech is one of the world’s largest and fastest-growing fitness equipment manufacturers, delivering innovative solutions that help people live healthier lives. Through our award-winning portfolio of commercial and residential brands, we serve customers in more than 60 countries worldwide.

Mission Statement: To delight and excite our customers through truly innovative products, unsurpassed quality, and best-in-class customer experience provided by a world-class organization.

Position Overview

We're looking for a customer-focused leader who is passionate about coaching people, improving processes, and delivering outstanding technical support experiences. As our Customer Technical Support Supervisor, you'll lead a team of technical support professionals serving primarily residential customers, helping them resolve issues, build confidence in our products, and create exceptional customer experiences.

This is an opportunity to make a meaningful impact by developing talent, driving performance, and influencing the future of our Customer Technical Support organization.

What you'll be doing:

As the leader of a high-performing support team, you'll:

• Coach, mentor, and develop Customer Technical Support representatives to achieve individual and team success
• Foster a culture of accountability, engagement, and continuous improvement
• Support recruiting, hiring, onboarding, and employee development efforts
• Partner with team members to create meaningful career growth opportunities
• Monitor team performance, quality, productivity, and customer experience metrics
• Handle escalated customer concerns and support resolution efforts
• Lead regular team meetings, one-on-ones, and coaching conversations
• Collaborate with training, quality, engineering, sales, and operations teams to improve processes and customer outcomes
• Help identify trends, drive operational improvements, and contribute to long-term department strategy
• Ensure service levels and KPIs are achieved while balancing workload and staffing needs
• Champion initiatives that strengthen team culture, employee engagement, and overall performance

What Success looks like:

In this role, you'll be successful when you:

• Build a motivated, high-performing team that consistently delivers excellent customer experiences
• Develop employees and help them grow within the organization
• Use data and insights to improve performance and drive results
• Lead with empathy, accountability, and a continuous improvement mindset
• Create strong partnerships across departments to solve problems and improve processes