Order Support Supervisor

Austin, Texas, United States
Support and Service


Role Number:200206046
Home Office: Yes
At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! The Retail Contact Center is looking for an Order Support Supervisor. This role is responsible for providing daily supervision, developing talent, managing the daily execution of the business, and partnering with RCC Strategy and boundary teams on continual process improvement. This supervisor will contribute to the customer experience by ensuring that specialists are prepared to handle system and customer service issues in a timely manner through customer-centric critical thinking. This position can be home-based across any city in the US.

Key Qualifications

  • SAP experience with order maintenance, delivery blocks, and Workflow
  • Proven experience in people management with strong leadership background
  • Proven ability to build strong cross-functional relationships
  • Strong analysis and problem solving skills
  • Strong decision-making skills and sound judgment
  • Excellent written and verbal communication skills
  • Strong work ethic with a high degree of flexibility
  • Excellent interpersonal skills
  • Ability to work in a fast paced, challenging environment
  • Detail oriented self-starter that deals well with ambiguity
  • Flexibility to work any shift within 7-day work week


Responsibilities include: Support employees’ individual development Champion a transparent work environment and drive job satisfaction Manage specialists’ productivity and quality Conduct regular 1x1s with employees Lead biweekly team meetings Work cross-functionally with RCC contact center management Identify and communicate training and development opportunities Lead team development in critical and creative thinking Identify innovative ideas to improve customer experience and specialist performance

Education & Experience

Normally requires bachelor’s degree plus 1-3 years experience in a customer service/support environment

Additional Requirements

  • At-Home Requirements: A quiet workspace, ergonomic chair, and desk High-speed Internet service (10 megabits download and 2 megabits upload) from a reliable provider.