We are looking for a hands-on Customer Service Supervisor to manage operations, lead the team, and drive performance across all service channels.
Key Responsibilities
1. Operations & Performance Management
- Own end-to-end customer service operations
- Monitor and drive KPIs (SLA, CSAT, response time, productivity)
- Analyze performance data and translate insights into actions
- Track team performance on a daily, weekly, and monthly basis
- Identify gaps and implement improvement plans
2. Team Leadership (Hands-on)
- Supervise and support agents across calls, emails, and webchat
- Coach team members and step in when needed
- Ensure consistent service quality and compliance with standards
- Plan shifts and ensure full operational coverage
- Provide backup during peak times or absences
3. Problem Solving & Escalations
- Handle urgent and complex customer issues across departments
- Identify root causes of recurring problems
- Implement practical, fast solutions
- Stay composed and effective under pressure
4. Systems & Process Management
- Manage lead flow, assignment, and conversion
- Ensure accurate creation and maintenance of merchant (MNA) IDs
- Coordinate with IT for system access and setup
- Maintain data accuracy across all systems and platforms
- Ensure all merchant/store data is correctly published
5. Cross-functional Collaboration
- Work closely with Sales, Finance, IT, and Operations
- Ensure smooth handover of converted accounts to Sales
- Handle urgent requests across departments efficiently
- Keep workflows moving without delays
6. Customer Experience Ownership
- Monitor service quality and ensure alignment with KPIs
- Actively contribute to handling customer cases when needed
- Drive continuous improvement in customer satisfaction
- Use insights and feedback to enhance service delivery
