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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support operations, including team supervision, coaching, and performance management. Proficient in utilizing support ticketing systems and interpreting metrics to drive team improvements and maintain service level agreements.
Highest-signal resume keywords
Customer Support SupervisionCoaching And DevelopmentQueue ManagementZendesk ExperienceSLA Tracking
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Support OperationsPerformance FeedbackTicket TriageCSAT TrackingQA ReviewsWorkforce SchedulingProcess ImprovementMetrics InterpretationReportingTeam Goal Setting
Soft Skills
Clear CommunicationSolution-OrientedTeam CollaborationMotivationAccountability
Tools & Technologies
ZendeskSalesforce Service CloudFreshdeskWorkforce Management ToolsAnalytics Tools
Industry Keywords
Earned Wage AccessPayrollFintechHR TechnologyFast-Growth Startup
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Directly supervise customer support specialists across Tier 1 and Tier 2 queues
- Conduct regular 1:1s, provide real-time coaching, and deliver constructive performance feedback
- Support onboarding and training of new hires
- Foster a collaborative, accountable, and positive team environment
- Monitor queue health, ticket volumes, and SLA adherence in real time
- Manage team schedules, shift coverage, and time-off requests
- Serve as the first escalation point for complex or sensitive customer issues
- Ensure tickets are triaged, prioritized, and routed correctly across Balance, Employee, and Client support categories
- Track and report CSAT, first response time, resolution time, and ticket backlog
- Conduct QA reviews of agent interactions and provide targeted coaching
- Identify ticket-volume, issue, and agent-performance trends to inform process improvements
- Partner with the Support Manager to set team goals and maintain accountability to targets
- Communicate product changes, known issues, and process updates to the team
- Collaborate with Product, Engineering, and Operations to relay frontline insights
- Contribute to internal documentation, macros, and knowledge base articles
- Report to the Support Manager
Requirements
What you’ll need- 3+ years in customer support, including at least 1 year in a supervisor or team lead role
- Experience coaching, motivating, and developing support team members
- Experience running day-to-day support operations, including queue management, SLA tracking, and workforce scheduling
- Experience with support ticketing systems such as Zendesk, Salesforce Service Cloud, or Freshdesk
- Ability to interpret support metrics and turn them into actionable team improvements
- Clear written and verbal communication with agents, customers, and cross-functional partners
- Ability to remain calm and solution-oriented in high-pressure, high-volume situations
- Ability to balance multiple priorities between tactical and strategic work
- Candidates must already have the right to work in the United States without current or future employment-based visa sponsorship
- Preferred: experience in earned wage access, payroll, fintech, or HR technology
- Preferred: experience with workforce management tools and scheduling platforms
- Preferred: experience building or running QA frameworks, CSAT/NPS programs, or support quality initiatives
- Preferred: experience building reporting in Zendesk Explore dashboards or similar analytics tools
- Preferred: experience supporting a fast-growth startup or scaling support organization
Benefits
Comp & perks- Flexible PTO with no accrual caps
- 10 paid holidays, including Christmas Eve and New Year's Eve
- Medical coverage through Blue Cross Blue Shield of Texas, with PPO and HDHP options
- HSA-eligible plan with employer contribution
- Dental and vision coverage through MetLife
- FSA
- Basic Life/AD&D insurance
- Employee Assistance Program (EAP)
- 401(k) with 100% match up to 3% of salary, eligible after 90 days
- Remote or hybrid work options
- Mission-driven work focused on financial wellness
- Values-driven team culture
- Professional and personal growth environment