✦ Luna Orbit — Customer Success & Support

Technical Resolution Supervisor (100% Remote)

at ClearCaptions, LLC

📍 Remote, US Remote 💰 $71K – $80K USD / year Posted April 15, 2026
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Position Details

Salary $71K – $80K USD / year
Type Full-Time
Experience senior
Exp. Years Not specified
Education Not specified
Category Customer Success & Support

About this role

The Technical Resolution Supervisor leads and develops a remote team of Technical Resolution Specialists to deliver strong customer experiences. The role focuses on coaching, training administration, compliance with procedures/regulatory guidelines, and using reporting and performance data to drive improvements.

Key Responsibilities

  • Provide weekly team coaching and periodic 1:1 meetings for 12-15 agents
  • Oversee development and administration of Technical Resolution Specialist training procedures and policies
  • Ensure compliance with policies, procedures, and regulatory guidelines
  • Develop partnerships with cross-functional teams to improve handoffs and customer experience
  • Analyze performance data and Technical Resolution reporting to identify trends and opportunities

Technical Overview

Oversees technical resolution operations in a customer support context, ensuring responses meet SLAs and procedures. Uses Technical Resolution reporting and performance data to identify trends, improve handoffs, and support continuous process improvements across functions.

Ideal Candidate

The ideal candidate is a senior customer experience or support operations leader who has supervised and coached technical support teams (12-15 agents) to meet service level agreements (SLAs). They are strong in training program administration, policy compliance (including regulatory guidelines), and using performance data and technical resolution reporting to identify trends and improvements.

Must-Have Skills

Ensure frontline teams respond to customer inquiries within service level agreements (SLAs)Adhere to established proceduresProvide weekly team coaching and periodic 1:1 meetingOversee developmentimplementationand administration of Technical Resolution Specialist training procedures and policiesEnsure team compliance with policiesproceduresand regulatory guidelinesAnalyze performance data and Technical Resolution reporting

Required Skills

service level agreements (SLAs)customer experiencecoachingtraininghands-on supportpolicy complianceregulatory guidelinesattendance and time off policiescross-functional partnershipshandoffsperformance data analysisTechnical Resolution reportingtrend identification

Hard Skills

Customer experience supportCustomer inquiries within service level agreements (SLAs)Coaching and trainingHands-on supportAdministration of Technical Resolution Specialist training procedures and policiesPolicy compliance monitoringRegulatory guideline adherenceAttendance and time off policy complianceCross-functional partnershipHandoff improvementStrategic initiative alignmentPerformance data analysisTechnical Resolution reportingTrend identificationOpportunity identification

Soft Skills

Team coaching1:1 meetingsEmployee developmentPerformance managementEmployee engagementCross-functional collaborationPartnership-buildingCustomer-focused mindsetProblem solvingInitiativeMotivationGrowth mindsetIntegrityAccountabilityCollaborationServiceQuality

Industry & Role

Industry SaaS
Job Function Supervise technical resolution support teams to meet SLAs and improve customer experience
Role Subtype Customer Success Manager

Keywords for Your Resume

Technical Resolution SupervisorTechnical Resolution Specialists100% RemoteRemoteWork from Homecustomer experienceservice level agreements (SLAs)SLAscoachingtraininghands-on supportTechnical Resolution reportingperformance datatrend identificationcross-functional teamshandoffsattendance and time off policiesregulatory guidelinesproceduresteam of 12-15 agentstraining procedures and policiesperformance data analysis12-15 agents

Deal Breakers

Must be able to lead a team of 12-15 agents through coaching and 1:1 performance sessions, Must be able to ensure SLA adherence and procedural compliance

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