Oversee daily operations for a customer support team of 4 to 8 specialists, ensuring SLAs and quality standards are consistently met.
Monitor and evaluate team performance through metrics, KPIs, and regular audits, providing constructive feedback and coaching to improve outcomes.
Handle escalated customer inquiries or complaints, ensuring swift and satisfactory resolution.
Develop schedules and manage resources to ensure adequate coverage across support channels.
Collaborate with internal departments to resolve complex issues and enhance overall customer satisfaction.
Lead team meetings, training sessions, and one-on-one coaching to keep the team informed and motivated.
Identify opportunities for process improvements and implement strategies to optimize team performance and customer experience.
Prepare reports on team performance, customer feedback, and operational challenges for management review.
Foster a supportive and collaborative team environment that encourages growth and learning.

Proven experience in customer support, with at least 1 to 3 years in a supervisory or leadership role.
Strong understanding of customer support metrics, tools, and best practices.
Exceptional communication and interpersonal skills, with the ability to manage and inspire a diverse team.
Proficiency in CRM and ticketing systems such as Zendesk, Freshdesk, or similar platforms.
Problem-solving skills with the ability to make decisions in a fast-paced environment.
Basic proficiency in English; multilingual abilities are a plus.
Willingness to work flexible hours, including shifts, weekends, and holidays if required.
Experience in e-commerce or digital services industries.
Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries.
Knowledge of workforce management and scheduling tools.
Ability to analyze data and derive actionable insights for team improvement.
Demonstrated ability to handle escalations with a customer-centric approach.

Wellness Boost: Stay healthy with resources for physical and mental well-being with our flexible benefits and Employee Well-being Program
because you matter!
Customized Benefits: Tailor your benefits with our flexible plan.
Growth Opportunities: Unlock your potential through clear progression paths.
Skill Development: Access training resources to fuel your personal and professional growth.
Volunteer Time Off: Enjoy paid time off to make a difference in the world through volunteering.
Family Support: Take advantage of paid Family Care Leave to bond with your family, while our selected Flexible Benefits also cater to your family's needs.
Benefits are reviewed and updated on a yearly basis

Customer Support Supervisor

Key skills