Found Description
About the role
An experienced and results-driven Customer Support Supervisor / Senior Supervisor to lead and oversee the performance of our customer support team. The ideal candidate will be responsible for ensuring high-quality service delivery, fostering a positive work environment, and driving team efficiency across multiple support channels, including email, web forms, Live Chat, social media, and instant messaging platforms.
What you’ll do
- 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.
- Col...