{"id":3165734,"url":"https://alion.io/job/tapcheck-support-supervisor","title":"Support Supervisor","company":{"id":1855711,"name":"Tapcheck","domain":"tapcheck.com","url":"https://alion.io/company/tapcheck","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"HR","role_family":"HR","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":97000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":230},"experience_years_min":1,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-10-23T13:58:23Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-27T15:04:09Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"This role is open to remote or hybrid candidates. Candidates based in the Dallas area will work from our Plano, Texas headquarters Tuesday through Thursday each week. Remote candidates will ideally sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MA, MO, NC, NH, NJ, NV, NY, OR, OH, PA, RI, SC, TX, VA, WA, WI.\nAt this time, Tapcheck does not provide sponsorship for employment-based visas (e.g., H-1B, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.\nAbout the Job\nThe Support Supervisor keeps Tapcheck's customer support team running at its best every day. Reporting to the Support Manager, this role blends hands-on people leadership with real-time operational oversight: coaching agents, managing schedules, watching queue health, and using data to drive performance across Tier 1 and Tier 2 support.\nThis role is built for a calm, organized leader who loves developing people and hitting service targets. The Support Supervisor partners closely with the Support Manager to execute on team goals, implement process improvements, and hold a high bar for quality across every support channel.\nWhat You'll Do\nTeam Management & Coaching\nDirectly supervise a team of customer support specialists across Tier 1 and Tier 2 queues\n\nConduct regular 1:1s, provide real-time coaching, and deliver constructive performance feedback\n\nSupport onboarding and training of new hires, ensuring they are set up for success from day one\n\nFoster a collaborative, accountable, and positive team environment\n\nOperational Oversight\nMonitor queue health, ticket volumes, and SLA adherence in real time, making adjustments as needed\n\nManage team schedules, shift coverage, and time-off requests to ensure adequate staffing levels\n\nServe as the first point of escalation for agents encountering complex or sensitive customer issues\n\nEnsure tickets are triaged, prioritized, and routed correctly across support categories (Balance, Employee, Client)\n\nPerformance & Quality\nTrack and report on key performance metrics including CSAT, first response time, resolution time, and ticket backlog\n\nConduct regular QA reviews of agent interactions and provide targeted coaching based on findings\n\nIdentify trends in ticket volume, common issues, and agent performance to inform process improvements\n\nPartner with the Support Manager to set team goals and hold the team accountable to targets\n\nProcess & Communication\nCommunicate updates on product changes, known issues, and process changes to the team promptly\n\nCollaborate cross-functionally with Product, Engineering, and Operations to relay frontline insights\n\nContribute to the development and maintenance of internal documentation, macros, and knowledge base articles\n\nHow Success Is Measured\nService levels: Consistent SLA adherence and healthy first response and resolution times\n\nCustomer experience: CSAT at or above target\n\nQueue health: Backlog kept under control, with tickets triaged and routed correctly\n\nTeam performance: QA scores and agent performance trending up through regular coaching\n\nWhat You've Done\nRequired\nSpent 3+ years in customer support, including at least 1 year in a supervisor or team lead role\n\nCoached, motivated, and developed support team members to stronger performance\n\nRun support operations day to day, including queue management, SLA tracking, and workforce scheduling\n\nWorked in support ticketing systems such as Zendesk, Salesforce Service Cloud, or Freshdesk\n\nInterpreted support metrics and turned them into actionable improvements for your team\n\nCommunicated clearly in writing and verbally with agents, customers, and cross-functional partners\n\nStayed calm and solution-oriented in high-pressure, high-volume situations\n\nBalanced multiple priorities while shifting between tactical and strategic work\n\nPreferred\nWorked in earned wage access (EWA), payroll, fintech, or HR technology\n\nUsed workforce management tools and scheduling platforms\n\nBuilt or run QA frameworks, CSAT/NPS programs, or support quality initiatives\n\nBuilt reporting in Zendesk Explore dashboards or similar analytics tools\n\nSupported a fast-growth startup or scaling support organization\n\nAbout Tapcheck\nTapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.\nThe Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.\nHow We Get Things Done\nOur core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.\nHumility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.\n\nGrit: We admire individuals with grit - those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.\n\nRaising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.\n\nStriving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.\n\nWhy Join Tapcheck?\nMission that matters. We're changing how Americans access their pay, giving workers financial flexibility without the debt trap of payday loans.\n\nFlexible PTO. No accrual caps, no counting days. Take the time you need.\n\n10 paid holidays. Including both Christmas Eve and New Year's Eve.\n\nComprehensive health coverage. Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife.\n\nFSA, Basic Life/AD&D, and an Employee Assistance Program (EAP).\n\n401(k) with a 100% match up to 3% of your salary, through Mutual of America. Eligible after 90 days.\n\nA team that lives its values. Humility, grit, and a genuine drive to raise the bar, every day.\n\nCompensation\nCompensation at Tapcheck is competitive and benchmarked to your role and the market. We're committed to a total rewards package that reflects your impact. Full details are shared as part of our hiring process.\nEqual Employment Opportunity Policy\nTapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.","description_format":"text","description_chars":7912,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","HR & Payroll Software"],"lifecycle":[{"event":"open","at":"2026-10-23T17:20:01Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":43,"reasons":["conf:3","win:early","comp:junior"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/tapcheck-support-supervisor","json_url":"https://alion.io/job/tapcheck-support-supervisor.json","meta":{"generated_at":"2026-10-27T18:26:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8467,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-28T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1855711},"rest":"https://alion.io/mcp/rest/get_company?id=1855711"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftapcheck-support-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftapcheck-support-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftapcheck-support-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tapcheck-support-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftapcheck-support-supervisor"}]}