Support Supervisor

Title: Support Supervisor

Location: Hybrid from Plano, TX

Reporting Structure: Manager, Customer Support

Company Description

Tapcheck is a digital platform that gives employees an easy way to access their earned wages on demand. The app-based solution is free for employers and helps relieve the financial stress many workers face between paydays.

Tapcheck's mission is to improve financial wellness and boost business productivity. By letting workers transfer wages they've already earned to a bank account or pay card before payday, Tapcheck removes the need for high-interest payday loans or employer-funded cash advances.

Quick facts:

• Industry: Earned wage access (fintech and HR tech)
• Headquarters: Plano, Texas
• Team: Customer support across Tier 1 and Tier 2 queues, covering Balance, Employee and Client tickets
• Work model: Hybrid for Dallas-area candidates (Plano office Tuesday through Thursday), or remote from an approved state
• Approved remote states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, VA, WA, WI
• Sponsorship: Tapcheck does not sponsor employment-based visas (H-1B, L-1, TN, etc.)
• Core values: Humility, Grit, Raising the Bar, Striving for Growth

Responsibilities

The Support Supervisor keeps Tapcheck's customer support team running at its best every day. You'll combine hands-on people leadership with real-time operational oversight: coaching agents, managing schedules, watching queue health and using data to drive performance across Tier 1 and Tier 2 support. You'll partner closely with the Support Manager to execute on team goals, implement process improvements and hold a high bar for quality across every support channel.

Team management and coaching

• Directly supervise a team of customer support specialists across Tier 1 and Tier 2 queues
• Run regular 1:1s, give real-time coaching and deliver constructive performance feedback
• Support onboarding and training of new hires so they are set up for success from day one
• Build a collaborative, accountable and positive team environment

Operational oversight

• Monitor queue health, ticket volumes and SLA adherence in real time, and adjust as needed
• Manage team schedules, shift coverage and time-off requests to keep staffing at the right level
• Serve as the first point of escalation for complex or sensitive customer issues
• Make sure tickets are triaged, prioritized and routed correctly across Balance, Employee and Client categories

Performance and quality

• Track and report on CSAT, first response time, resolution time and ticket backlog
• Run regular QA reviews of agent interactions and coach to the findings
• Spot trends in ticket volume, common issues and agent performance to inform process improvements
• Partner with the Support Manager to set team goals and hold the team accountable to targets

Process and communication

• Communicate product changes, known issues and process updates to the team promptly
• Work with Product, Engineering and Operations to share frontline insights
• Help build and maintain internal documentation, macros and knowledge base articles

How success is measured

• Service levels: consistent SLA adherence and healthy first response and resolution times
• Customer experience: CSAT at or above target
• Queue health: backlog under control, with tickets triaged and routed correctly
• Team performance: QA scores and agent performance trending up through regular coaching

Is this you?

• 3+ years in customer support, including at least 1 year as a supervisor or team lead
• You've coached, motivated and developed support team members to stronger performance
• You've run support operations day to day, including queue management, SLA tracking and workforce scheduling
• Hands-on experience with ticketing systems such as Zendesk, Salesforce Service Cloud or Freshdesk
• You read support metrics and turn them into concrete improvements for your team
• You communicate clearly, in writing and verbally, with agents, customers and cross-functional partners
• You stay calm and solution-oriented in high-pressure, high-volume situations
• You balance multiple priorities and move easily between tactical and strategic work
• Authorized to work in the US without employment-based visa sponsorship, now or in the future

Preferred Qualifications

• Experience in earned wage access (EWA), payroll, fintech or HR technology
• Experience with workforce management tools and scheduling platforms
• You've built or run QA frameworks, CSAT/NPS programs or support quality initiatives
• You've built reporting in Zendesk Explore dashboards or similar analytics tools
• You've supported a fast-growth startup or a scaling support organization

Perks

• Mission-driven work: help workers access their pay without the debt trap of payday loans
• Flexible PTO with no accrual caps
• 10 paid holidays, including Christmas Eve and New Year's Eve
• Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife
• FSA, Basic Life/AD&D and an Employee Assistance Program (EAP)
• 401(k) with a 100% match up to 3% of salary through Mutual of America, eligible after 90 days
• Competitive compensation benchmarked to the role and market