POS Support Lead

Location:

13375 National Road SW, Etna, Ohio, 43068

Job Description:

Express Wash Concepts (EWC), established in 2018, is the parent company of five award-winning express tunnel car wash brands: Moo Moo Express Car Wash, Flying Ace Express Car Wash, Clean Express Auto Wash, Green Clean Express Auto Wash, and Bee Clean Express Car Wash.

Our swift, top-tier, eco-friendly car washes and unwavering focus on exceptional customer service have positioned us prominently in the United States and beyond. Additionally, our leading community relations initiatives proudly contribute hundreds of thousands of dollars annually through EWC CARES, our outreach programs, encompassing both monetary donations and complimentary car washes.

Why Choose Express Wash Concepts? We're not just a car wash; we're a company committed to fast, eco-friendly services, exceptional customer care, and giving back to our communities, all while providing ample opportunities for personal and career growth. Join Express Wash Concepts in our mission to make a difference through the power of clean.

Discover the benefits of joining Express Wash Concepts

• Competitive wages: Enjoy a compensation package reflecting your skills and dedication.

• Discretionary year-end bonus: Receive a year-end bonus based on exceptional performance.

• Unlimited Wash Club Membership: Keep your vehicle looking its best.

• Paid vacation: Take well-deserved breaks as outlined in our Employee Manual.

• Health care benefits: Medical, Vision, Dental, Company-Paid Life, Disability, Accident, Hospital Indemnity, Employee Assistance Program.

• HSA contribution: $1,000/year (with qualifying plan).

• Secure future: 401k with up to 4% company match.

• Educational reimbursement: Up to $5,250 annually to support ongoing learning and development.

Essential duties and responsibilities

We are seeking an organized and service-oriented POS Support Lead to lead our frontline Point-of-Sale support team and ensure the consistent, high-quality resolution of Tier 1 and Tier 2 POS incidents across all locations. Reporting to the Director of POS Technology, this role is responsible for day-to-day management of the support team, adherence to SLAs, and close collaboration with POS Technology Analyst(s) on escalated issues.

The ideal candidate combines strong leadership skills with solid technical knowledge of POS systems and a passion for delivering outstanding support experience.

Frontline Support Team Leadership

• Supervise and direct a team of frontline POS support agents responsible for Tier 1 and Tier 2 issue resolution across all locations.

• Schedule, assign, and prioritize support team workloads to ensure adequate coverage and timely response to incoming incidents.

• Conduct regular one-on-ones, team meetings, and performance evaluations to foster engagement, accountability, and continuous development.

• Onboard and train new support team members on POS systems, support tools, escalation procedures, and customer service standards.

Incident Management & SLA Oversight

• Oversee the full lifecycle of Tier 1 and Tier 2 POS support tickets, ensuring issues are triaged, assigned, worked, and resolved within defined SLA targets.

• Monitor ticket queues in real time, proactively identifying backlogs, aging tickets, or recurring patterns that require intervention.

• Ensure clear and timely communication to affected locations during active incidents, providing status updates and estimated resolution timelines.

• Maintain and enforce incident categorization standards and ticket hygiene practices to support accurate reporting and trend analysis.

Escalation & Lead Collaboration

• Serve as the primary escalation bridge between frontline support agents and POS Technology Analyst(s), ensuring smooth handoffs for Tier 3-level issues.

• Partner daily with POS Technology Analyst(s) to align on open escalations, share field observations, and coordinate resolution strategies for complex or recurring incidents.

• Facilitate post-incident reviews with Analyst(s) and the Director for high-impact outages, documenting root causes and follow-up action items.

• Actively loop in Analyst(s) for knowledge transfer back to the support team following resolution of escalated issues, closing the learning loop.

Process, Documentation & Continuous Improvement

• Develop and maintain support runbooks, troubleshooting decision trees, and knowledge base articles to enable faster, more consistent first-contact resolution.

• Track and report on key support metrics including ticket volume, average handle time, first-contact resolution (FCR), SLA compliance, and customer satisfaction (CSAT).

• Identify systemic issues and recurring failure patterns; work with POS Analyst(s) and the Director to implement permanent fixes or process improvements.

• Recommend and help implement tooling, workflow, or automation improvements that increase support team efficiency and reduce mean time to resolution.

Training & Team Development

• Coordinate ongoing training programs to keep the support team current on POS system updates, new site configurations, and evolving support procedures.

• Develop job aids, quick-reference guides, and training materials in partnership with POS Technology Analyst(s).

• Identify individual skill gaps and create targeted development plans to build team depth and resilience.

• Foster a team culture grounded in accountability, customer-first thinking, and continuous learning.

Required Skills & Abilities

• Solid working knowledge of POS systems, hardware, and peripherals with the ability to guide Tier 1 and Tier 2 troubleshooting effectively.

• Proven experience supervising or leading an IT or technical support team, including scheduling, performance management, and coaching.

• Strong understanding of IT service management principles including ticketing systems, SLAs, escalation workflows, and incident lifecycle management.

• Experience with ITIL or comparable frameworks for structured support operations is strongly preferred.

• Demonstrated ability to collaborate cross-functionally with technical analyst(s), engineers, and field teams to drive issue resolution.

• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced, high-volume support environment.

• Strong written and verbal communication skills; able to provide clear updates to both technical staff and non-technical stakeholders.

• Data-driven mindset with experience analyzing support metrics to identify trends and drive improvement.

• Proficiency with helpdesk or ITSM platforms (e.g., ServiceNow, Zendesk, Salesforce, or similar).

Education & Experience

• Bachelor’s degree in information technology, Business, or a related field, or equivalent work experience.

• 4+ years of experience in IT support, with at least 2 years in a supervisory or team lead role.

• Prior experience supporting POS systems in a retail, hospitality, car wash, or multi-unit service environment strongly preferred.

• Familiarity with PCI-DSS requirements as they relate to POS support operations.

• ITIL Foundation certification or equivalent service management credential is a plus.

Express Wash Concepts provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or genetics.