Support Supervisor

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Metrc

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

📋 Compliance

☁️ SaaS

🏛️ Government

💰 Venture Round on 2018-10

Compliance • SaaS • Government

Metrc is a company that specializes in track-and-trace technology for the cannabis industry, providing end-to-end supply chain visibility. Established in Colorado in 2011, Metrc has pioneered a solution that combines advanced software, RFID technology, and a secure database to track cannabis from seed to sale. Metrc provides tools to streamline compliance, support tax revenue accounting, and secure regulated markets. Additionally, it offers support and training to ensure effective use of its platform. The company partners with various states and regions across the United States, including California, Virginia, and Colorado, to implement its supply chain solutions.

📋 Description

• Supervise and monitor the daily activities of Support team members, ensuring adherence to KPIs and company performance goals. • Provide guidance and mentorship to direct reports, ensuring professional growth and high performance aligned with business objectives. • Act as a resource for the Support team, answering questions and assisting with issue resolution. • Monitor and review employee performance, providing feedback and support as needed to drive improvement in key metrics. • Identify and escalate any concerns related to team performance or workflow inefficiencies to management. • Collaborate with cross-functional teams to resolve escalated issues. • Assist in resolving customer grievances and mentor employees through complex support scenarios. • Conduct regular quality assurance (QA) evaluations and check-ins for direct reports, ensuring alignment with KPIs. • Maintain strict confidentiality regarding sensitive employee information.

🎯 Requirements

• High school diploma or equivalent required. • Minimum of 2 years of professional customer service/support experience. • Prior experience in a leadership or mentorship role preferred. • Strong problem-solving and decision-making abilities. • Excellent communication and interpersonal skills. • Ability to multitask and manage time effectively in a fast-paced environment. • Proficiency in Microsoft Word, PowerPoint, and Excel (or equivalent programs). • Strong organizational skills with attention to detail.

🏖️ Benefits

• Remote position • Professional development opportunities • Health insurance • Paid time off