Supervisor, Customer Technology Support

%3Cp%3E%3Cstrong%3ETake your career further with McLane!%3C/strong%3E%3C/p%3E%3Cp%3EMcLane teammates, the driving force behind our success, are diverse professionals who work together seamlessly to keep our operations running smoothly. As a teammate, you will pair your dedication, expertise, and collaborative spirit with your fellow teammates to serve America’s most beloved brands. McLane leaders think long-term, act with purpose, and inspire high performance. They lead with accountability, communicate clearly, and drive results through collaboration, innovation, and continuous growth. They empower each teammate to learn from industry leaders, develop their skills, and build lasting connections nationwide. %26nbsp;%3C/p%3E%3Cp%3EDeliver delivers advanced, customer-facing technical support for McLane ordering and fulfillment technologies. Leads support for SourceLink ordering, Smart Handheld (SHH) applications, customer authentication requests, and other customer technologies. Manage escalations across phone, email, and customer systems. Supervise and delegate team responsibilities and work. Ensure structured troubleshooting, clear documentation, and disciplined escalation within a tiered support model. %26nbsp;Ensure timely, professional response to customer-facing system issues, maintaining a high standard of service and urgency%3C/p%3E%3Cp%3E%3Cstrong%3EBenefits you can count on:%26nbsp;%3C/strong%3E%3C/p%3E%3Cul%3E%3Cli%3E%3Cstrong%3EPay rate: %2460,000 to %2472,000 per year.%3C/strong%3E%3C/li%3E%3Cli%3E%3Cstrong%3EThis role is also eligible to participate in the annual incentive plan with a target incentive of XX% of your base annual salary.%3C/strong%3E%3C/li%3E%3Cli%3EDay 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance%26nbsp;%3C/li%3E%3Cli%3EPaid time off begins day one.%3C/li%3E%3Cli%3E401(k) Profit Sharing Plan after 90 days.%3C/li%3E%3Cli%3EAdditional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!%3C/li%3E%3C/ul%3E%3Cp%3E%3Cstrong%3EWhat you’ll do as a Customer Service Technology Support Supervisor:%26nbsp;%3C/strong%3E%3C/p%3E%3Cul%3E%3Cli%3EServe as primary contact for escalated customer technology support via phone and email.%26nbsp;%3C/li%3E%3Cli%3EProvide escalated support for SourceLink order placement assistance and common issues.%26nbsp;%3C/li%3E%3Cli%3EProvide escalated support for Smart Handheld (SHH) applications using approved troubleshooting documentation.%26nbsp;%3C/li%3E%3Cli%3EEnsure proper procedures followed by team for customer password reset and access-related requests in accordance with approved security procedures.%26nbsp;%3C/li%3E%3Cli%3ECommunicate and delegate customer-facing ordering system changes, enhancements, outages, and known issues.%26nbsp;%3C/li%3E%3Cli%3ETimely updates, managing customer interactions and cases; ensuring accurate categorization and clear, complete documentation of resolution.%3C/li%3E%3Cli%3EFollow up on escalated issues outside Tier 1 scope following defined Tier 2 and Tier 3 processes.%26nbsp;%3C/li%3E%3Cli%3ESupport new customer-facing technologies as introduced following approved training and documentation.%3C/li%3E%3Cli%3ESupport call and email volume for Customer Care aligned activities during peak demand or special initiatives.%3C/li%3E%3Cli%3EParticipate in training, shadowing, and knowledge‑sharing activities to expand system proficiency.%3C/li%3E%3Cli%3ECreate weekly report-out for team’s key performance indicators including telephony business processes for SourceLink, and Smart Handheld, email traffic, interaction/case creation, and resolution parameters.%3C/li%3E%3Cli%3EPerform other duties as assigned.%3C/li%3E%3C/ul%3E%3Cp%3E%3Cstrong%3EQualifications you’ll bring as a Customer Service Technology Support Supervisor:%26nbsp;%3C/strong%3E%3C/p%3E%3Cul%3E%3Cli%3EHigh school diploma or GED. %26nbsp;Prefer Bachelor’s degree in any area of study.%3C/li%3E%3Cli%3ETwo or more years of experience in customer-facing technical support role.%3C/li%3E%3Cli%3EFour or more years of senior level customer service representative or team leader experience.%26nbsp;%3C/li%3E%3Cli%3EExperience in leadership, customer service, and technical support environments.%26nbsp;%3C/li%3E%3Cli%3EStrong verbal and written communication skills.%26nbsp;%3C/li%3E%3Cli%3EAbility to troubleshoot and document Tier 1 technical issues using structured workflows.%26nbsp;%3C/li%3E%3Cli%3EComfort navigating multiple systems while supporting live customer interactions.%26nbsp;%3C/li%3E%3Cli%3EBe flexible to accommodate changes in workload, team oriented, and open to change with a positive outlook.%3C/li%3E%3Cli%3EThis position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.%3C/li%3E%3C/ul%3E%3Cp%3E%3Cstrong%3EFit the following? We want you here! ​ %26nbsp; %26nbsp; ​%26nbsp;%3C/strong%3E%3C/p%3E%3Cul%3E%3Cli%3ETeamwork oriented%26nbsp;%3C/li%3E%3Cli%3EOrganized%26nbsp;%3C/li%3E%3Cli%3EProblem solver%26nbsp;%3C/li%3E%3Cli%3EDetailed%3C/li%3E%3C/ul%3E%3Cp%3E%3Cstrong%3E​​​Our roadmap. Our story. %26nbsp;%3C/strong%3E%3C/p%3E%3Cp%3EWe’ve been forging our path as a leader in the distribution industry since 1894. Building an expansive nationwide network of team members for 130+ years has allowed us to stay agile for our clients across the restaurant, retail, and e-commerce industries. We look to the future and are ready to continue making industry-defining moves by embracing the newest technology into our practices, continuing team member training, and emphasizing our people-centered culture. %26nbsp;%3C/p%3E%3Cp%3ECandidates may be subject to a background check and drug screen, in accordance with applicable laws. %26nbsp;%3C/p%3E%3Cp%3EAll applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.%3C/p%3E%3Cp%3EFor our complete EEO and Pay Transparency statement, please visit %3Ca href=%22https://www.mclaneco.com/legal/employment/ %22%3Ehttps://www.mclaneco.com/legal/employment/%26nbsp;%3C/a%3E%3C/p%3E Job Details Primary Location: United States-Texas-See GeoCities Work Locations: Remote/Travel- TX (A), Street address not available, See GeoCities, 75006 Schedule: Full-time Job Posting: Aug 11, 2026, 10:01:21 AM

Requires a high school diploma or GED, 2+ years of customer-facing technical support, 4+ years of senior customer service or team leadership, troubleshooting, documentation, and English proficiency.

Key Responsibilities

• supporting escalations
• delegating responsibilities
• documenting resolutions

Skills & Tools

SourceLink, Smart Handheld (SHH)

Job Details

• Category: Information Technology
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — Texas, United States
• Salary: USD 60,000 – 72,000 / year
• Languages: English

Benefits

• 401k matching
• Generous paid time off
• Tuition reimbursement
• Retirement plan

About McLane

A nationwide distribution company serving restaurant, retail, and e-commerce clients. — Industry: Transportation and Logistics