About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Role Overview

The Supervisor – Customer Support is responsible for leading frontline delivery teams (Level 1 and Level 2) to ensure consistent, high-quality customer outcomes across all supported services.

This role combines people leadership, operational execution, and customer accountability, ensuring that service performance meets contractual commitments while continuously improving customer experience, resolution quality, and operational efficiency.

Operating within a multitier support model, the Supervisor drives alignment across Level 1, Level 2, and Level 3 functions, removing delivery blockers and enabling teams to perform at a high level.

Success in this role is measured through customer satisfaction (CSAT), service level attainment, resolution effectiveness, operational consistency, and team capability growth.

Key Responsibilities

Customer Delivery & Service Ownership

Accountable for end-to-end service delivery performance across assigned teams
Drive consistent, high-quality customer outcomes, ensuring incidents and service requests are resolved efficiently and professionally
Ensure adherence to SLAs, OLAs, and contractual commitments, taking proactive action where risks are identified
Act as escalation point for high-impact or high-visibility customer issues
Maintain strong focus on customer communication quality, ownership, and experience
Monitor CSAT performance and implement targeted actions to improve customer perception and outcomes

Operational Leadership & Execution

Lead day-to-day operations of Level 1 and/or Level 2 teams within a high-volume support environment
Manage workload distribution, prioritisation, and capacity to meet service demand
Drive performance against key metrics (SLA, backlog, ageing, first contact resolution, escalation quality)
Ensure effective incident lifecycle management, from intake through resolution and closure
Identify and resolve operational bottlenecks, risks, and inefficiencies
Coordinate cross-functional resources (L2, L3, Engineering, third parties) to deliver timely resolutions

Cross-Team Collaboration & Operational Support

Work in close partnership with adjacent Supervisors and peer teams to balance demand and maintain consistent service delivery
Proactively support cross-team workload management, reallocating resources during peak demand or service disruption
Ensure alignment in service standards, priorities, and execution across teams
Enable and reinforce support functions such as Incident Management, Major Incident processes, and Problem Management
Ensure team compliance with incident management standards, including timely updates, correct prioritisation, and structured resolution practices
Support organisation-wide initiatives that improve service stability, responsiveness, and customer experience

People Leadership & Capability Development

Provide leadership, coaching, and performance management for team members
Set clear expectations aligned to customer-first behaviours, ownership, and accountability
Conduct regular 1:1s, performance reviews, and development planning
Build capability through coaching, mentoring, and structured development activities
Foster a high-performance, collaborative team culture
Support career progression across the structured support model (L1 → L2 → L3 and beyond)

Escalation & Major Incident Management

Coordinate and manage major incidents and critical customer escalations
Ensure structured problem-solving approaches are followed, including impact assessment and resolution planning
Engage and manage internal teams and third-party suppliers during high-severity situations
Provide clear, timely communication updates to customers and stakeholders
Ensure completion of post-incident reviews, including root cause identification and preventative actions

Continuous Improvement & Problem Management

Analyse service data to identify trends, repeat issues, and improvement opportunities
Drive initiatives to improve first-time resolution rates and reduce repeat incidents
Partner with L2, L3, and Engineering to address systemic issues
Lead or support process improvements, tooling enhancements, and workflow optimisation
Promote a culture of continuous improvement aligned to organisational standards

Knowledge & Quality Management

Ensure high standards of incident documentation, accuracy, and completeness
Drive improvements in troubleshooting quality and diagnostic effectiveness
Support development and governance of the Knowledge Base
Ensure teams effectively utilise and contribute to knowledge articles
Monitor and improve overall case handling quality

Stakeholder & Cross-Functional Collaboration

Collaborate with Engineering, Product, DevOps, and Operations teams to improve outcomes
Manage engagement with third-party suppliers, ensuring delivery meets expectations
Participate in customer discussions for escalations and service reviews where required
Support pre-sales and service readiness activities with operational input

Governance, Compliance & Reporting

Ensure adherence to regulatory, security, and organisational policies
Maintain accurate operational reporting and provide performance insights
Participate in service reviews and provide data-driven recommendations
Support audit and compliance activities as required

Skills & Experience

Required

Bachelor’s Degree or equivalent experience
3–6 years’ experience in a technical support or service delivery environment
Experience in a team lead or supervisory capacity
Strong understanding of service desk operations and ITSM practices
Excellent communication, leadership, and stakeholder management skills
Proven ability to drive customer outcomes and operational performance
Strong analytical and problem-solving capability
Demonstrated experience in leading people

Desirable

Experience in retail, payment systems, or enterprise environments
Familiarity with ServiceNow or similar ITSM platforms
Experience managing third-party vendors or outsourced delivery
Knowledge of Windows, Linux, cloud, and network environments

Core Competencies

Customer-first mindset with strong accountability and ownership
Outcome-driven leadership, focused on delivery and results
Strong decision-making and prioritisation in high-pressure environments
Ability to lead through influence, collaboration, and alignment
High resilience, adaptability, and personal accountability
Commitment to continuous improvement and team development

Career Context

This role sits within the structured support model:

Level 1: Customer intake, known issue resolution, service ownership
Level 2: Deep technical investigation and root cause analysis
Supervisor: Team leadership, operational delivery, and customer outcomes
Level 3: Advanced product expertise and defect resolution

The Supervisor plays a critical role in bridging frontline execution with strategic service improvement, ensuring consistent delivery excellence and enabling team progression.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”