Support Supervisor

Job Description Summary

The Support Supervisor ensures quality and efficient support to our customers through effective management of Senior Team Leads and Team Leads. This includes hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem-solving. The role also includes contributing to initiatives around employee development, goal analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.

Responsibilities

• Supervise a team of Senior Team Leads and Team Leads by providing daily and weekly coaching, feedback, and general work direction while fostering a culture of collaboration within the Team Lead group to ensure unified vision and consistency is provided to all employees, regardless of their individual Team Lead.

• Evaluate, document, and communicate team members' performance regularly, providing constructive feedback and implementing appropriate rewards and/or improvement plans.

• Manage coaching plans, corrective action, and escalated employee situations timely in partnership with Team Leads and HR, as needed.

• Share continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.

• Participate and lead special or ongoing projects that are crucial to area/process improvement.

• Propose methods to improve area operations, efficiency, and service to both internal and external customers. Establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives.

• Assist in developing, analyzing, and reporting on team-wide goals.

• Monitor customer interactions to ensure a high level of customer satisfaction and implement changes as needed.

• Fields escalated support calls or provides support during overflow.

• Other duties as needed.

Qualifications

• At least 3 years in a supervisory role in the customer service industry

• Associate or Bachelor's Degree, preferred

• Demonstrated ability to lead and motivate others

• Ability to resolve conflicts among team members and with customers in a calm and professional manner

• Experience in managing projects, ideally in a technical support environment

• Ability to communicate clearly with all levels of the organization

• Strong ability to build relations across CORE and Alarm.com departments

• Can contribute valuable ideas or recommendations on overall department improvements

• Strong attention to detail

• Strong technical aptitude and computer skills

• Ability to operate independently and with autonomy, within a team environment

• Up to date knowledge of product offerings and strong technical and troubleshooting skills

• Strong knowledge of employee policies, procedures, and processes

• Has obtained or is willing to obtain a Support Supervisor certification within the first 9 months at the role

• Ability to work in multiple technical mediums simultaneously while remaining attentive to customer and their concerns

• Excellent problem-solving skills

• Strong presentation skills

WHY WORK FOR ALARM.COM?

• Collaborate with outstanding people: We hire only the best. Our standards are high and our employees enjoy working alongside other high achievers.

• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the Alarm.com team!

• Gain well rounded experience: Alarm.com offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.

• Focus on fun: Alarm.com places high value on our team culture. We even have a committee dedicated to hosting a stand-out holiday party, happy hours, and other fun corporate events.

COMPANY INFO

Alarm.com is the leading cloud-based platform for smart security and the Internet of Things. More than 7.6 million home and business owners depend on our solutions every day to make their properties safer, smarter, and more efficient. And every day, we're innovating new technologies in rapidly evolving spaces including AI, video analytics, facial recognition, machine learning, energy analytics, and more. We're seeking those who are passionate about creating change through technology and who want to make a lasting impact on the world around them.

For more information, please visit www.alarm.com.

COMPANY BENEFITS

Alarm.com offers competitive pay and benefits inclusive of subsidized medical plan options, an HSA with generous company contribution, a 401(k) with employer match, and paid holidays, wellness time, and vacation increasing with tenure. Paid maternity and bonding leave, company-paid disability and life insurance, FSAs, well-being resources and activities, and a casual dress work environment are also part of our outstanding total rewards package!

Alarm.com is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you ("Personal Information"). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies.

Notice To Third Party Agencies:

Alarm.com understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to RecruitingPartnerships@Alarm.com.

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