At Center, we are passionate about empowering businesses with innovative financial solutions and exceptional customer support. As a Tier 2 Support Supervisor, you will play a key role in driving operational excellence within our support team, ensuring our customers receive timely, effective, and empathetic assistance. This role is ideal for someone who thrives on problem-solving, is solutions-oriented, and has a passion for improving support operations. You will lead a team of Tier 2 Support Analysts, monitor key performance metrics, and act as a key escalation point for high-impact cases.
You Will Have the Opportunity To:
- Live monitor performance metrics such as Call Wait Times, Initial Response Time, Case Handling Time, First Contact Resolution, CSAT, Responsiveness Score, and Aging Customer Responded cases.
- Address and manage internal and external escalations, serving as the primary point of contact for the Tier 2 Support team.
- Audit cases, phone calls, and chats to ensure compliance with internal processes and maintain quality standards.
- Proactively manage complex issues, including Bank Returns (Corpay payment not received), Temporary Line Increases, and Early Paydown Management.
- Keep Tier 2 Support Team wikis up to date, coordinating regular content refresh initiatives.
- Conduct regular one-on-one meetings with team members, providing constructive feedback and career development guidance.
- Collaborate cross-functionally to identify opportunities for process improvement and optimize workflows.
What You Will Bring to the Role:
- Proven experience in managing or supervising a customer support team.
- Strong analytical skills with the ability to monitor and interpret performance metrics.
- Experience addressing escalated customer cases with a focus on resolution and customer satisfaction.
- Ability to audit and ensure compliance with support protocols and processes.
- Proficiency in knowledge management and documentation best practices.
- A track record of coaching and developing team members to achieve their full potential.
Personal Attributes:
- Solutions-oriented mindset with a passion for improving operations.
- Excellent communication and interpersonal skills.
- Proactive and adaptable approach to problem-solving.
- Detail-oriented with a commitment to accuracy and quality.
- Empathetic leadership style with a focus on team development and morale.
- Ability to thrive in a fast-paced, dynamic environment.
Join us at Center and be part of a team that values collaboration, innovation, and excellence in delivering exceptional support experiences to our customers.
What the Team is Saying
What We Do
Center is transforming spend management with a more configurable, extensible, and intelligent, solution. Our goal is to help companies make the most out of every dollar and hour spent so they can keep growing into profitable, thriving businesses. We are passionate about the transformative power of forward-looking technology and real-time data. Center is headquartered in Bellevue, WA, and has an office in Minneapolis, MN.
We believe spend management should empower teams to do more and go further, not hold you back. We’ve experienced first-hand how smart corporate spending can fast-track strategic growth and success. And we’ve seen what’s possible when teams have the information they need at just the right time and the tools to take action. We know all this because we’ve dedicated our careers to thinking about it. Our founders shaped the first wave of spend management innovation, and they knew so much more was possible.
Center’s offering is a connected corporate card, expense management, and integrated travel solution that brings real-time visibility into all employee spending, streamlines expensing from swipe through reconciliation, and gives finance the controls and insights needed for optimal decision making—keeping teams agile to do more, dream more, and be more.
Why Work With Us
Not only will you never have to fill out another expense report, you'll free others from the same, as well as finance teams from outdated/inefficient processes. At Center, we challenge ourselves to reimagine what’s possible in the field of spend management, an area that is foundational to every company and ripe for innovation. Come build with us.
Gallery
.jpg)
Center Teams
Center Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
