CS Technical Support Supervisor

Job Description

Key Responsibilities

• Directly supervise the PC / technical support team ( Specialists) — hiring, onboarding, coaching, and performance management.

• Set clear goals and deliver regular feedback, development plans, and career growth; conduct one-on-ones and performance reviews.

• Build a customer-first culture — model empathy, professionalism, and low-effort service across the team.

• Own team KPIs — CSAT, AHT, ASA, abandon rate, QA, and service levels — monitoring daily performance and driving improvements.

• Manage staffing, scheduling, and workforce coverage across phone, chat, and callbacks, including peak-season planning.

• Partner with QA and Training on calibration, quality, and continuous skill development (formal certification delivered through external programs).

• Execute the pre-sales and post-sales strategy — turn consultations into confident purchases (conversion, attach, AOV) and resolve issues that prevent returns.

• Stand up and scale new capabilities — on-site troubleshooting, callback scheduling, and remote screen-share / live assist.

• Measure and prove pre-sales revenue impact; report results to leadership.

• Partner with PMs and Marketing on an education-first Knowledge Base and FAQs — improving self-service and reducing repeat contacts.

• Enable the broader CS frontline — cheat-sheets, warm-transfer standards, and knowledge sharing so more technical contacts resolve at first touch.

• Own the training and certification program — onboarding curriculum, CompTIA A+ and Network+ attainment tracking, voucher and budget management, and completion rates — partnering with the Lead on technical content.

• Run quality assurance: call and chat monitoring, scorecards, calibration sessions, and targeted coaching based on observed gaps.

• Own team-level service metrics — SLA attainment, first-contact resolution, escalation rate, handle time, and CSAT — and report performance and trends to CS leadership.

• Own executive and complex escalations end to end; analyze root causes and implement fixes that prevent recurrence.

• Partner cross-functionally with Product Management (category collaboration and escalation path), Tech / Genesys (routing, IVR, chatbot), Logistics, and Marketplace to resolve customer-impacting issues.

• Ensure the team maintains deep technical expertise — personally credible, and developing a senior specialist as the designated technical escalation point (especially where no separate Lead role exists).

• Translate the teams technical root-cause findings into concrete training, process, and staffing actions, and route product or vendor-facing issues to the right partners.

• Own recruiting and onboarding for the team — headcount planning, screening, and ramp serving as technical interviewer .

• Own the operational rollout of the onsite-troubleshooting pilot: staffing model, scheduling, cost tracking, and success criteria, with the Lead owning the technical protocol.

• Leverage AI to raise quality and efficiency — agent-assist (CS Co-Pilot), AI-driven QA, and analytics for root-cause and contact-driver insights — and build it into the team's workflow and self-service.

• Embraces AI and automation to improve the customer experience and scale the team.

• Handle customer contacts directly during peak volume, coverage gaps, and complex cases — staying hands-on, credible with the team, and close to the customer experience.

Requirements

Qualifications

Required

• Experience supervising or formally leading a customer-facing support, contact center, or technical services team.

• Working understanding of PC hardware and technical support workflows — sufficient to assess quality, coach effectively, and make sound prioritization calls.

• Demonstrated experience with quality assurance practices — monitoring, scorecards, and calibration — in a support environment.

• Experience with scheduling, coverage planning, or workforce management for a shift-based team.

• Track record of developing people: onboarding programs, certification or skills tracking, and performance improvement.

• Ability to deliver direct, specific feedback and manage performance conversations with professionalism.

• Ability to work on-site in Diamond Bar with a schedule aligned to team coverage needs, including some evenings, weekends, and holidays.

Preferred

• CompTIA A+ or an equivalent technical credential.

• Experience in e-commerce, retail, or technical-retail customer service at scale.

• Experience standing up a new service channel, program, or pilot from the ground up.

• Familiarity with CRM/ticketing platforms and support reporting tools.

• Experience managing a team that includes a senior technical individual contributor.

Leadership & Core Competencies

• Builds capability rather than dependency — develops Specialists so that escalation volume falls over time.

• Comfortable managing someone with deeper technical expertise than their own, and secure enough to defer on technical calls.

• Manages by evidence — uses QA data and service metrics to decide where to coach, staff, and invest.

• Direct and fair in feedback; addresses performance issues early rather than letting them compound.

• Stays composed and organized through peak-season volume and staffing crunches.

• Connects day-to-day service quality back to what it costs the business — returns, repeat contacts, and customer retention.

Pay Transparency

This job posting may span more than one job level.The base salary range for this position in CITY is $72,000 - $82,000 annually.

Additionally, Newegg offers a wide range of benefits to U.S.-based employees, including medical, dental, and vision insurance, 401(k) program with employer match, and generous time off for vacation and sick.

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings in California. We set standard base pay ranges for all roles based on function, level, and location. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed above.