Customer Technical Support Supervisor

Johnson Health Tech Retail Inc is seeking a Customer Technical Support Supervisor to lead a team of technical support professionals serving primarily commercial customers. In this onsite role in Cottage Grove, WI, you will focus on coaching, process improvement, escalation handling, and maintaining high-quality customer technical support experiences.

Responsibilities

• Coach, mentor, and develop Customer Technical Support representatives to support individual and team success
• Build a culture that emphasizes accountability, engagement, and continuous improvement
• Support recruiting, hiring, onboarding, and ongoing employee development activities
• Partner with team members to support meaningful career growth opportunities
• Track and monitor team performance, including quality, productivity, and customer experience metrics
• Manage escalated customer concerns and coordinate resolution support
• Lead regular team meetings, one-on-ones, and coaching conversations
• Collaborate with training, quality, engineering, sales, and operations teams to improve processes and customer outcomes
• Identify trends, drive operational improvements, and contribute to long-term department strategy
• Ensure service levels and KPIs are achieved while balancing workload with staffing needs
• Champion initiatives that strengthen team culture, employee engagement, and overall performance

Requirements

• Bachelor’s degree or an equivalent combination of education and experience
• 2+ years of customer technical support experience in a call center or support center environment
• Demonstrated experience leading, coaching, and developing employees
• Strong communication, organizational, and problem-solving skills
• Proficiency in Microsoft Office applications, including Excel and Word

Technologies

• Microsoft Office, Excel, Word
• CRM platforms
• SAP
• Workforce management systems

Benefits

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Product discounts
• Wellness programs

Preferred Qualifications

• Experience with CRM platforms, SAP, and workforce management systems
• Previous Johnson Fitness Customer Technical Support experience
• Experience building quality programs, training initiatives, or performance improvement plans

What Makes You a Strong Fit

You perform well in a fast-paced environment and can balance people leadership with operational excellence. You focus on coaching others, addressing challenges, and improving both the customer experience and employee experience.

How You May Describe Yourself

• A strong communicator who can connect with different audiences
• A collaborative leader focused on trust and accountability
• A problem solver who can make decisions and drive results
• Detail-oriented, organized, and highly responsive
• Positive, resilient, and adaptable as priorities shift
• Committed to developing people and strengthening team culture
• Motivated by continuous learning and improvement