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About nexahire – Transforming Communication for Seniors
nexahire is a pioneering provider of cutting‑edge communication solutions designed to empower seniors and individuals with hearing loss. Since our founding in 2011, we have been driven by a single, powerful mission: to improve the lives of seniors and their caregivers by delivering reliable, real‑time captioning and speech‑recognition technologies that restore connection and independence. Our flagship service—near real‑time telephone captioning—translates spoken words into on‑screen text, allowing users to hear conversations through visual cues. This technology not only bridges the gap for those who are hard‑of‑hearing but also enhances safety, confidence, and quality of life.
As a Federal Communications Commission (FCC)‑certified provider, nexahire adheres to the highest standards of privacy, security, and professionalism. We are proud to be recognized for our unwavering commitment to customer trust, regulatory compliance, and continuous innovation. Our culture is built on the core values of Integrity, Accountability, Collaboration, Service, and Quality. If you are passionate about making a tangible difference in the lives of seniors while leading a high‑performing technical support team, you have found your next career home.
Position Overview
The Customer Experience Technical Help Desk Supervisor is a remote, full‑time leadership role reporting directly to the Senior Customer Experience Manager. In this capacity, you will guide a team of Technical Help Desk Specialists, ensuring they deliver world‑class support, meet service level agreements (SLAs), and embody nexahire’s dedication to exceptional customer experiences. Your strategic oversight, coaching expertise, and hands‑on technical acumen will directly influence customer satisfaction, retention, and the overall success of our support operations.
Key Responsibilities
- Team Leadership & Development: Design, implement, and continuously improve training programs, onboarding processes, and performance‑management frameworks for the help desk team.
- Technical Troubleshooting: Demonstrate ownership by diagnosing and resolving complex technical issues, while identifying root causes and recurring trends.
- Cross‑Functional Collaboration: Partner with product, engineering, quality assurance, and sales teams to streamline hand‑offs, support strategic initiatives, and enhance the overall customer journey.
- Data‑Driven Management: Maintain accurate records, track key performance indicators (KPIs), and generate statistical reports that highlight performance trends and opportunities for improvement.
- Coaching & Mentorship: Conduct weekly team meetings, one‑on‑one coaching sessions, and performance reviews to foster professional growth and accountability.
- Process Optimization: Apply ITIL‑based methodologies to refine incident ingestion, triage, categorization, resolution, and escalation processes.
- Compliance & Quality Assurance: Ensure all team members understand and adhere to regulatory guidelines, internal policies, and industry best practices.
- Attendance & Scheduling: Monitor team attendance, manage shift coverage, and support flexible scheduling—including weekend coverage when needed.
- Continuous Learning: Participate in company‑provided workshops, certifications, and training sessions; identify emerging learning opportunities for the team.
- Backup & Support: Provide backup coverage for peers and senior leadership during peak periods or absences.
- Problem Resolution Validation: Test and verify fixes to confirm that issues are fully resolved and do not recur.
- Additional Duties: Perform other related tasks as assigned, contributing to the overall success of nexahire’s customer experience mission.
Essential Qualifications
- Bachelor’s degree in Networking, Systems Administration, Information Technology, or a related field; or equivalent professional experience.
- Minimum of 5 years of proven technical leadership experience within a help desk or IT support environment.
- At least 5 years of call‑center leadership experience, demonstrating the ability to manage high‑volume, high‑stress environments.
- Strong technical foundation in modems, routers, VoIP, DNS, VPN, TCP/IP, and DHCP.
- Demonstrated proficiency with network monitoring platforms and custom diagnostic tools.
- Excellent verbal and written communication skills, with the ability to present complex technical concepts clearly.
- Flexibility to work varied schedules, including weekends, to meet business needs.
- Proven ability to multitask, organize, and document multiple concurrent tasks with meticulous attention to detail.
- Self‑starter with strong organizational, time‑management, and prioritization capabilities.
- Experience in professional business writing and the creation of clear, concise documentation.
- Proficiency with Microsoft Office Suite and modern collaboration tools such as Microsoft Teams, Slack, and other virtual work platforms.
- Demonstrated problem‑solving skills, especially when information is limited or ambiguous.
- Strategic and tactical planning abilities, with a track record of achieving goals despite obstacles.
- Solid understanding of basic telephone technology and related hardware.
- Exceptional interpersonal skills, active listening, and a customer‑centric mindset.
Preferred Qualifications & Attributes
- ITIL certification or formal training in IT service management frameworks.
- Experience with remote work environments and managing distributed teams.
- Background in senior‑focused technology solutions or healthcare‑related support services.
- Demonstrated ability to drive cultural change and champion continuous improvement initiatives.
- Passion for mentorship, coaching, and developing talent within a collaborative setting.
Core Skills & Competencies
- Leadership & Influence: Ability to inspire, motivate, and guide a diverse team toward shared objectives.
- Technical Acumen: Deep knowledge of networking concepts, VoIP systems, and troubleshooting methodologies.
- Analytical Thinking: Skill in interpreting data, identifying trends, and making evidence‑based decisions.
- Communication: Clear, concise, and empathetic communication with customers, peers, and senior leadership.
- Customer Service Excellence: Commitment to delivering outstanding service experiences that exceed expectations.
- Adaptability: Comfort thriving in fast‑paced, evolving environments with shifting priorities.
- Collaboration: Strong teamwork orientation, building effective partnerships across functional areas.
- Process Orientation: Familiarity with ITIL, SOP development, and continuous‑improvement cycles.
Career Growth & Learning Opportunities at nexahire
nexahire invests heavily in the professional development of its employees. As a Technical Help Desk Supervisor, you will have access to:
- Industry‑leading certifications (e.g., ITIL, CompTIA Network+, Cisco CCNA) fully funded by the company.
- Regular internal workshops on emerging technologies, leadership best practices, and customer experience trends.
- Mentorship programs that pair you with senior executives to accelerate career progression.
- Opportunities to lead cross‑functional projects that influence product roadmaps and service enhancements.
- A clear promotion pathway toward senior management roles such as Director of Customer Experience or VP of Support Operations.
Work Environment & Culture
nexahire embraces a fully remote work model, allowing you to operate from the comfort of your home while staying connected to a vibrant, inclusive community. Our culture is built on:
- Integrity: Transparent communication and ethical decision‑making at every level.
- Accountability: Ownership of outcomes, both individual and collective.
- Collaboration: Open channels for idea sharing, feedback, and teamwork across time zones.
- Service: A relentless focus on delivering value to seniors, caregivers, and their families.
- Quality: Commitment to excellence in every interaction, product, and process.
Our remote teams benefit from regular virtual “coffee chats,” quarterly in‑person retreats (when feasible), and a suite of digital tools that foster connection, knowledge sharing, and a sense of belonging.
Compensation, Benefits & Perks
nexahire offers a competitive salary range of $75,000 – $80,000 per year, calibrated based on market analysis, internal equity, and the candidate’s experience. In addition to base compensation, you will receive a comprehensive benefits package that includes:
- Health, dental, and vision insurance with multiple plan options.
- Life and short‑term/long‑term disability coverage.
- 401(k) retirement plan with company matching contributions.
- Generous paid time off (PTO) and paid holidays.
- Flexible work schedule and remote‑work stipend for home‑office setup.
- Professional development budget for certifications, conferences, and courses.
- Employee assistance program (EAP) for mental health and wellness support.
- Recognition programs that celebrate outstanding performance and innovation.
Physical Demands & Work Conditions
While this role is fully remote, you should be prepared for typical office‑related physical activities, including:
- Extended periods of sitting, standing, and walking (95‑100% of the workday).
- Keyboard use and mouse navigation (70‑90%).
- Close‑up viewing of computer monitors, tablets, or smartphones (70‑90%).
How to Apply
If you are ready to lead a dedicated team, champion innovative technology, and make a meaningful impact on the lives of seniors, we encourage you to apply today. Your application will be personally reviewed by our talent acquisition specialists—no robots involved. We value prompt feedback and will keep you informed of next steps if your profile aligns with our needs.
nexahire is an equal‑opportunity employer. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. We do not sponsor work visas; candidates must be authorized to work in the United States without sponsorship.
Join nexahire and become part of a mission‑driven organization where technology meets compassion, and every call you support helps restore a vital connection.
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