Supervisor, Customer Support

4 weeks ago

Manila, Philippines Solaireresort Full time

Location

  • State/Province National Capital Region (Manila)
  • Country Philippines
Responsibilities
  • Supervise and mentor a team of customer support representatives handling inquiries via chat, email, and phone calls
  • Monitor team performance metrics and ensure adherence to SLAs and quality standards
  • Identify training needs and conduct regular coaching and performance reviews
  • Report recurring issues and liaise with other teams and departments to have them resolved and ensure quick First-time resolution (FTR)
  • Maintain effective communication flow with the rest of CS teams
  • Assist in workforce planning, scheduling, and resource allocation
  • Collaborate with cross-functional teams to communicate player insights and improve gaming experience
  • Act as a subject matter expert and assist with internal escalations and take supervisor chats/calls
  • Champion best practices for online community safety, player satisfaction, and support efficiency
  • Prepare daily shift report and monitor team member's schedule adherence
  • Other relevant responsibilities as delegated by the line manager
KEY COMPETENCIES AND SKILLS
  • Experience in online gaming or interactive entertainment preferred
  • Team player - work as part of a team to improve the overall performance of the Customer Support teams
  • High level of attention to detail. Organized and has good presentation skills
  • Familiarity with customer support platforms (e.g. Zendesk, JIRA, Genesys) and ticketing systems
  • Flexible in terms of working schedules
  • Strong leadership, communication, and conflict resolution skills
  • Reliable with a strong work ethic and can work with minimal supervision
KEY PERFORMANCE INDICATORS / KEY SUCCESS FACTORS
  • Response and resolution time
  • Attendance
Requirements
  • 2+ years in a supervisory or team lead role within customer support in a contact center environment
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