Job Description

Overview

ROLE AT A GLANCE:

The Supervisor – Web Product leads the day-to-day operations of the HN Tech Support team, ensuring timely, high-quality, and customer-focused technical support for Herbalife digital applications. This role supervises Level 2 support analysts handling escalated issues across web, mobile, consumer-facing, backend, and integrated applications. The Supervisor is responsible for workload management, case quality, technical triage, issue escalation, team coaching, operational reporting, and coordination with Product, Engineering, Associate/Member Services, Operations, and other business stakeholders. The Supervisor provides hands-on support for complex or high-impact issues, drives issue consolidation and trend analysis, and ensures recurring problems are appropriately documented, escalated, and tracked through resolution. The role also supports release readiness, UAT, Hypercare, production validation, and service-stability initiatives.

HOW YOU’LL MAKE AN IMPACT:

• Lead, coach, and supervise a team of Product Support Analysts and/or contractors providing Level 2 technical and functional support for digital applications.• Manage day-to-day case operations, including workload allocation, prioritization, queue health, aging cases, service-level adherence, and coverage planning.• Ensure escalated cases are investigated thoroughly, documented accurately, communicated clearly, and resolved or routed to the appropriate technical team in a timely manner.• Provide technical guidance and escalation support for complex issues involving web and mobile applications, APIs, integrations, databases, backend services, authentication, and third-party dependencies.• Review case quality, investigation details, resolution communications, and escalation packages to ensure they meet established support and customer-service standards.• Identify recurring issues and consolidate related cases to assess user impact, business impact, severity, and the need for escalation to Product, Engineering, or Tech Stability teams.• Partner with Product, Development, QA, Associate/Member Services, and Operations teams to coordinate issue investigations, root-cause analysis, corrective actions, and production fixes.• Support incident-management activities, including issue triage, stakeholder updates, impact assessment, post-incident reviews, and follow-up of corrective and preventive actions.• Drive operational readiness for releases by coordinating team participation in UAT, Hypercare, production validation, post-release monitoring, and stabilization activities.• Track and report operational metrics, including case volume, backlog, aging, resolution performance, recurring issues, escalation trends, and team productivity.• Develop and maintain support procedures, knowledge-base articles, troubleshooting guides, runbooks, known-error documentation, and training materials.• Identify opportunities to improve support processes, reduce manual effort, strengthen monitoring, automate recurring activities, and improve the customer and distributor experience.• Build a collaborative, accountable, and customer-focused team culture through regular coaching, feedback, performance management, and development planning.

TEAM DYNAMICS:

• Foster an inclusive, collaborative, and high-performing support environment.• Encourage open communication, knowledge sharing, ownership, and continuous improvement.• Build strong working relationships with Product, Engineering, Associate/Member Services, Operations, and regional stakeholders.• Provide constructive feedback and resolve conflicts professionally and effectively.• Support team engagement, skill development, cross-training, and readiness for evolving application and business needs.

LEADERSHIP AND SUPERVISORY RESPONSIBILITIES:

• Will manage up to 8 direct reports and/or consultants• Conduct regular one-on-one meetings, team huddles, coaching sessions, and performance discussions.• Assist with hiring, onboarding, training, work allocation, performance management, and career development.• Monitor team capacity and coordinate staffing requirements to support 24/7 operations, releases, UAT, Hypercare, and business priorities.• Ensure team members follow defined support procedures, escalation criteria, quality standards, and documentation requirements.• Act as the first level of management escalation for operational, customer-impacting, and complex technical issues.

Qualifications

QUALIFICATIONS FOR SUCCESS:

Education

• Bachelor’s degree in computer science, Engineering or related fieldExperience:
• 9+ years of experience in application support, technical support, product support, systems analysis, software engineering support, or a related technology role.• 2+ years of experience leading, supervising, coaching, or acting as a senior/lead resource for a technical support or operations team.• Experience supporting enterprise, e-commerce, web, mobile, SaaS, consumer-facing, or integrated digital applications.• Experience investigating production issues involving APIs, databases, integrations, application logs, browser diagnostics, and backend services.• Experience working with Product, Engineering, QA, business, and operational teams to investigate and resolve complex issues.• Experience in incident management, root-cause analysis, problem management, and service-improvement initiatives.• Experience supporting software releases, UAT, Hypercare, production validation, and post-release stabilization.

Technical Skills:

• Strong understanding of digital application architecture, including frontend applications, backend services, APIs, databases, integrations, authentication, and third-party dependencies.• Hands-on experience troubleshooting web and mobile applications using browser developer tools, console logs, network traces, application logs, and monitoring tools.• Working knowledge of SQL for data investigation, validation, troubleshooting, and reporting.• Experience with MongoDB or other NoSQL databases.• Working knowledge of JavaScript for browser-console troubleshooting, diagnostics, scripting, or automation.• Experience using Postman or similar tools to test and troubleshoot REST APIs and integrations.• Experience with session-replay/digital-experience tools, such as Quantum Metric, FullStory, Dynatrace Session Replay, or similar platforms.• Experience with logging, monitoring, and observability tools, such as Splunk, Dynatrace, Datadog, Azure Monitor, Application Insights, Kibana/Elastic, or similar platforms.• Familiarity with CRM and case-management platforms, preferably Salesforce.

Leadership and Professional Skills:

• Proven ability to lead, coach, motivate, and develop a technical support team.• Strong analytical, troubleshooting, root-cause analysis, decision-making, and problem-solving skills.• Ability to manage multiple high-priority issues, competing deadlines, changing business needs, and operational demands.• Strong customer-service mindset with a focus on ownership, quality, clear communication, and timely resolution.• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical audiences.• Strong stakeholder-management and cross-functional collaboration skills.• Ability to work effectively with global teams and people from diverse cultural backgrounds.• Thorough knowledge of Software Development Life Cycle methodologies, Agile delivery practices, and support/operations processes.• Proficiency in Microsoft Word, Excel, PowerPoint, and Visio.