Support Supervisor

About The Role

The Support Supervisor is responsible for overseeing the day-to-day operations of the Ghost Modifications Support Team. This position serves as a senior support representative who assists customers and community members, supervises Support Staff, handles escalated issues, and ensures that all support requests are handled professionally, efficiently, and consistently.

The Support Supervisor works closely with the Support Manager, Executive Staff, Development Team, and other departments to resolve customer concerns and improve the overall support experience.

Key Responsibilities

• Supervise and support Support Team members during daily operations.
• Monitor support tickets, requests, and customer inquiries.
• Handle escalated customer issues that cannot be resolved by Support Representatives.
• Ensure support tickets are handled professionally and within expected response times.
• Assist customers with Ghost Modifications products, services, purchases, installations, and general questions.
• Troubleshoot basic technical issues and determine when an issue needs to be escalated to Development.
• Coordinate with Developers regarding technical problems, bugs, vehicle issues, EUP issues, MLO issues, and other development-related concerns.
• Review support tickets for accuracy, professionalism, and proper resolution.
• Provide coaching and guidance to Support Representatives.
• Assist with training and onboarding new Support Team members.
• Help establish and enforce Support Department procedures and standards.
• Track recurring customer issues and report trends to Support Management.
• Maintain accurate documentation regarding escalated issues and resolutions.
• Assist with customer complaints and difficult situations in a professional manner.
• Help prevent unnecessary escalations by ensuring Support Staff have the resources and knowledge needed to assist customers.
• Communicate important support-related information to department leadership.
• Assist with quality-control reviews of customer support interactions.
• Ensure confidential customer and company information is handled appropriately.
• Maintain a professional attitude when communicating with customers, staff, developers, and management.
• Participate in Support Department meetings and staff evaluations.
• Assist Support Management with improving customer service procedures.
• Perform additional duties assigned by the Support Manager or Executive Staff

Qualifications

• Previous experience in customer support, community support, technical support, or a similar position.
• Previous experience supervising or leading a team is preferred.
• Strong written and verbal communication skills.
• Professional and respectful communication style.
• Ability to remain calm and professional when dealing with difficult customers.
• Strong problem-solving and critical-thinking skills.
• Ability to troubleshoot basic technical issues.
• Familiarity with FiveM and GTA V is preferred.
• Familiarity with Ghost Modifications products and services is preferred.
• Ability to understand and follow company policies and procedures.
• Strong organizational and time-management skills.
• Ability to manage multiple support requests simultaneously.
• Ability to work independently while also functioning effectively as part of a team.
• Ability to recognize when an issue requires escalation to Management or Development.
• Reliable attendance and consistent availability.
• Demonstrated leadership, accountability, and professionalism.
• Must be willing to assist with training and mentoring Support Team members.
• Must maintain a positive and professional representation of Ghost Modifications at all times.
• Preferred Experience
• FiveM/GTA V development or modding knowledge.
• Experience with FiveM servers or roleplay communities.
• Experience with Discord-based support systems.
• Experience with ticket management systems.
• Experience troubleshooting FiveM resources, vehicles, EUP, MLOs, or other modifications.
• Previous leadership or supervisory experience within an online community or development company.

About Our Company

We're a dynamic team focused on building innovative solutions that solve real-world problems. Our mission is to create technology that makes people's lives better and businesses more efficient.

We value collaboration, creativity, and continuous learning. Our team embraces diversity and inclusion, and we're committed to creating an environment where everyone can thrive.