{"id":3522847,"url":"https://alion.io/job/verne-customer-support-supervisor","title":"Customer Support Supervisor","company":{"id":2962858,"name":"Verne","domain":"verne.co","url":"https://alion.io/company/verne-co","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Reykjanesbær, Iceland"],"countries":["IS"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-29T00:00:00Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-05T06:19:51Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"The role is responsible for supervising day-to-day customer support activities and customer projects, coordinating the Customer Support team, and acting as a key escalation and communication point for customers. The overall objective is to ensure reliable, responsive and high-quality customer support 24/7/365.\nJob/project description (Verkþættir/verkefni):\nAssign and supervise daily tasks for the Customer Success team.\nMaintain the Customer Success team task list to ensure visibility and effective coordination across the team and management.\nMonitor customer requests and tasks, ensuring appropriate follow-up and completion.\nMonitor support tickets in accordance with applicable SLA requirements.\nProvide operational support and assist with staffing support functions as required, including during emergency situations.\nLead customer communications relating to deployments, migrations and remote hands services.\nTake ownership of complex or high-priority cases when required.\nAct as an escalation point for customers and Customer Support team members.\nEscalate significant issues or disputes within the Customer Success team to management as appropriate.\nEnsure work is carried out in accordance with operational best practices, standards, procedures, manuals and guidelines.\nReview tickets, calls and chats against established quality standards and conduct improvement sessions where required.\nEnsure internal and customer-facing information is accurately documented, maintained and kept up to date.\nCreate and maintain procedures, work instructions and training materials for the Customer Support team.\nParticipate in and, where required, lead development and continuous improvement initiatives.\nCollaborate with Product, Engineering, Sales and Operations teams to communicate customer feedback and support the resolution of systemic issues.\nCoordinate with vendors, carriers and contractors requiring access to customer spaces.\nCompile monthly remote hands hours for submission to the Finance team for invoicing.\nOrder required materials, maintain inventory records and ensure appropriate invoicing for customer orders and requests.\nCollect, analyze and compile data for monthly, quarterly and annual reporting.\nComply with all applicable site health and safety requirements.\nParticipate in recruiting, hiring, onboarding, and training new team members;\nParticipate in employee training and continuous improvement program and ensuring that all customer support technicians have been trained in their roles and responsibilities;\nProvide technical coaching so staff can triage power, cooling, network, and hardware issues accurately;\nSet individual and team goals; recognize strong performance and address underperformance through documented improvement plans;\nBuild schedules, approve time off, and manage attendance and shift coverage;\nPerform other duties and responsibilities as reasonably required and assigned by your manager in line with business needs.\nQualifications:\nRelevant technical education, vocational qualification, or equivalent practical experience.\nPrevious experience in customer support, technical support, data centre, critical infrastructure, or similar operational environment.\nPrevious supervisory or team leadership experience is preferred.\nGood understanding of critical infrastructure, including power, cooling, network and hardware systems.\nExperience working with ticketing systems, SLAs and customer support processes.\nStrong customer service mindset with the ability to manage customer expectations and handle escalations professionally.\nStrong organizational and prioritization skills, with the ability to coordinate multiple tasks in a 24/7 operational environment.\nAbility to coach, train and support team members and contribute to continuous improvement.\nStrong problem-solving and decision-making skills, particularly when dealing with technical or high-priority issues.\nExcellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, vendors and contractors.\nGood documentation and reporting skills with strong attention to detail.\nProficiency in standard Microsoft Office applications and relevant operational/customer support systems.\nFluent written and spoken English.\nAbility to work independently as well as collaboratively across teams.\nStrong commitment to health and safety, operational procedures and service quality.\nWe are offering:\nOpportunity to be part of a fast-growing, private equity-backed company.\nA dynamic, innovative, and inclusive working environment.\nCompetitive compensation and benefits package.\nThe chance to work with a talented and ambitious international team\nGym and employee entertainment room\nWe offer free onsite lunches\nVerne Global does not discriminate based on race, gender, disability, religion, or sexual orientation. We encourage all genders to apply for this role, and we believe diversity makes teams better.\nAn application with a CV in must be submitted no later than November 8.","description_format":"text","description_chars":5021,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Web Hosting & VPS","High-Performance Computing"],"lifecycle":[{"event":"open","at":"2026-10-30T12:53:52Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":7,"expected_fill_days":35,"reasons":["conf:4","win:early"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/verne-customer-support-supervisor","json_url":"https://alion.io/job/verne-customer-support-supervisor.json","meta":{"generated_at":"2026-11-05T09:32:50Z","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":12109,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"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":2962858},"rest":"https://alion.io/mcp/rest/get_company?id=2962858"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fverne-customer-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%2Fverne-customer-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%2Fverne-customer-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/verne-customer-support-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fverne-customer-support-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3522847}},{"tool":"search_jobs","arguments":{"company":"verne.co","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3522847},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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