Supervisor, Support - GiveX

Summary

The Supervisor, Givex Support is responsible for overseeing the daily operations of the Givex Support team, including Core services (Gift-Loyalty-Uptix), and GivexPOS operations and ensuring an exceptional customer experience for merchants and dealers. This role supports escalated inquiries, focuses on monitoring, communicating, and delivering upon department KPIs as well as building and developing a team culture around exceptional performance.

The ideal candidate demonstrates strong leadership, attention to detail, and a commitment to delivering results in a fast-paced, high-volume environment.

 

Responsibilities

• Supervise the daily operations of the Givex Support team, ensuring efficiency, quality, and adherence.
• Act as a subject matter expert (SME), maintaining accurate and up-to-date process documentation and best practices.
• Coordinate onboarding and training for new hires while supporting ongoing development and skill enhancement across the team.
• Provide real-time guidance and decision support for complex or high-impact customer support scenarios.
• Manage escalated merchant and dealer inquiries across multiple channels as required
• Foster strong cross-functional relationships with internal stakeholders and external business partners.
• Collaborate with leadership to promote a cohesive team environment and clear, effective communication.
• Drive a positive, high-performance culture that supports employee engagement and motivation.
• Effectively manage multiple priorities, meet deadlines, and deliver results in a fast-paced environment.
• Maintain flexibility to support varying shifts, holidays, and on-call responsibilities as required.
• Oversee call center queue performance, including monitoring, reporting, and coaching on key performance indicators (KPIs).
• Develop, implement, and continuously improve departmental policies, procedures, and operational workflows.
• Monitor customer service performance metrics to ensure high levels of customer satisfaction and service quality.
• Plan and manage team training initiatives, including technical skill development and continuous improvement programs.
• Diagnose and resolve complex issues by identifying root causes and guiding them to effective solutions.
• Support HR-related functions, including performance management, coaching, disciplinary actions, hiring, and career development.
• Manage client expectations related to ticket queues, service levels, and project deliverables.

Qualifications

• 2+ years of experience in customer service, operations, or technology support; experience in payments or project management a plus
• Experience with Microsoft Office Suite and Google Sheets
• Strong written and verbal communication skills
• Demonstrated problem-solving and decision-making abilities in a fast-paced environment
• Proven ability to lead or mentor others and support team success
• Excellent organizational skills with strong attention to detail
• Availability for extended or flexible hours during peak season and critical times

We will be interviewing applicants to determine candidates based on Shift4 knowledge, prior experience, and management ability.