Customer Support Supervisor

CUSTOMER SUPPORT SUPERVISOR

JOB SUMMARY

The Customer Support Supervisor oversees daily support operations, guides support staff, and ensures customers receive timely, professional, and effective assistance.

KEY RESPONSIBILITIES

1. Team Supervision

• Supervise, coach, and support customer service representatives.
• Monitor workload, attendance, and daily team performance.

2. Customer Support

• Handle escalated customer issues and complaints.
• Ensure timely and accurate resolution of customer inquiries.

3. Performance Monitoring

• Track support metrics, response times, and customer satisfaction.
• Prepare performance reports and identify improvement opportunities.

4. Process Improvement

• Maintain customer support procedures and service standards.
• Recommend improvements to enhance customer experience and efficiency.

KEY PERFORMANCE INDICATORS (KPIs)

• Customer satisfaction scores.
• Response and resolution times.
• First-contact resolution rate.
• Team performance and productivity.
• Complaint resolution rate.

QUALIFICATIONS

• Bachelor’s degree in Business, Customer Service, Management, or related field.
• 2–4 years of customer support experience, including supervisory experience.
• Strong communication, leadership, and problem-solving skills.
• Experience with CRM and customer support systems.

ROLE EXPECTATIONS

• Lead and support the customer service team effectively.
• Ensure consistent and professional customer service.
• Resolve escalated issues promptly.
• Promote continuous improvement in support operations.