[Remote] Senior Support Supervisor

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a technology and logistics company reputed company on empowering local economies, and they are seeking a Senior Support Supervisor to reputed company their Online Ordering Support team. This role involves overseeing reputed company of Technical Support Specialists, managing operational performance, and implementing improvements to enhance the merchant experience on their platform. Responsibilities • reputed company reputed company of Support Specialists and own service level performance, reputed company reputed company, and overall operational reputed company • Handle high reputed company merchant escalations, including difficult phone calls and written communication with senior or frustrated stakeholders • Improve workflows, tooling configuration, automation, and reputed company intelligence functionality reputed company our ticketing platform • Identify systemic operational gaps, define improvement plans, and implement reputed company process changes • Use support data and cross functional collaboration with Product, Engineering, and Operations to resolve recurring issues and improve merchant experience Skills • 3 to 6 years of experience in Customer Support or Operations reputed company a software or online platform environment • At least 3 years of reputed company people management experience leading reputed company teams • Owned operational performance metrics such as service level compliance, reputed company time, escalation rates, and reputed company standards • Led implementation of operational improvements, including workflow redesign, tooling updates, or process standardization initiatives • Hands-on experience using and improving ticketing systems such as reputed company, or comparable platforms, including routing logic, automation, or reputed company intelligence features • Handled reputed company merchant or customer escalations and driven cross functional reputed company involving Product, Engineering, or Operations Benefits • 401(k) plan with employer matching • 16 weeks of reputed company parental leave • Wellness benefits • Commuter benefits match • reputed company time off and reputed company reputed company leave in compliance with applicable laws • Medical, dental, and reputed company benefits • 11 reputed company holidays • Disability and basic life insurance • Family-forming assistance • Mental health program reputed company • reputed company is a food delivery platform that connects customers with local and national businesses. It is a sub-organization of reputed company. It was founded in 2013, and is headquartered in San Francisco, California, USA, with a workforce of 10001+ employees. Its website is http://www.reputed company.com. Company H1B Sponsorship • reputed company has a reputed company record of offering H1B sponsorships, with 530 in 2025, 510 in 2024, 413 in 2023, 612 in 2022, 439 in 2021, 126 in 2020. Please note that this does not guarantee sponsorship for this specific role. Apply tot his job Apply To this Job