Supervisor, Customer Support

3 weeks ago

Paranaque City, Calabarzon, Philippines Solaire Resort Full time
Overview

Join to apply for the Supervisor, Customer Support role at Solaire Resort.

5 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Responsibilities
  • Supervise and mentor a team of customer support representatives handling inquiries via chat, email, and phone
  • 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
  • Quality control
  • Customer Satisfaction
  • Response and resolution time
  • Attendance
  • Quality and consistency of supervision activities listed above
Requirements
  • 2+ years in a supervisory or team lead role within customer support in a contact center environment
Seniority level
  • Not Applicable
Employment type
  • Full-time
Job function
  • Other
  • Industries: Hospitality

Referrals increase your chances of interviewing at Solaire Resort by 2x


#J-18808-Ljbffr

  • Supervisor, Customer Support

    3 weeks ago

    Paranaque City, Calabarzon, Philippines Solaire Resort Full time

    ResponsibilitiesSupervise and mentor a team of customer support representatives handling inquiries via chat, email, and phone callMonitor team performance metrics and ensure adherence to SLAs and quality standardsIdentify training needs and conduct regular coaching and performance reviewsReport recurring issues and liaise with other teams and departments to...

  • Customer Support Supervisor

    3 days ago

    Paranaque City, Calabarzon, Philippines Solaire Resort & Casino Full time ₱900,000 - ₱1,200,000 per year

    Job DescriptionMonitor team performance metrics and ensure adherence to SLAs and quality standardsIdentify training needs and conduct regular coaching and performance reviewsReport 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...

  • Supervisor, Customer Support

    3 days ago

    Paranaque City, Calabarzon, Philippines Solaire Resort Full time ₱900,000 - ₱1,200,000 per year

    · Supervise and mentor a team of customer support representatives handling inquiries via chat, email, and phone call· 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...

  • Customs & Freight Supervisor

    1 week ago

    Paranaque City, Calabarzon, Philippines TKHS GROUP INCORPORATED Full time ₱420,000 per year

    The Freight Supervisor is responsible for overseeing daily freight forwarding operations, ensuring the efficient handling of import and export shipments, and maintaining compliance with customs regulations and company policies. This role involves supervising and guiding the operations team, monitoring workflow, coordinating with carriers, clients, and...

  • Customer Service Supervisor

    3 days ago

    Paranaque City, Calabarzon, Philippines Webzoid System Solutions Corporation Full time ₱480,000 - ₱540,000 per year

    As the Customer Service Supervisor at Webzoid System Solutions Corporation, you will play a crucial role in leading and managing a team of customer service representatives. Responsible for overseeing the day-to-day operations of the customer service department, you will ensure exceptional customer experiences and drive continuous improvements in service...

  • Senior Business Support Specialist Customs

    3 weeks ago

    Paranaque City, Calabarzon, Philippines DSV - Global Transport and Logistics Full time

    OverviewJob Req Number: 99714. Time Type: Full Time.Responsible for all process documentation requirements. (Process maps, working instructions, SOPS etc.)ResponsibilitiesResponsible for team's process standardizations and ensure that only valid deviations are allowed.Supports the Supervisor/Manager in meeting the set KPIs.Recommend improvements on the SOP...

  • Senior Business Support Specialist Customs

    3 days ago

    Paranaque City, Calabarzon, Philippines DSV Full time $104,000 - $130,878 per year

    Job Req Number:  99714Time Type: Full TimeResponsible for all process documentation requirements. (Process maps, working instructions, SOPS etc.)Responsible for team's process standardizations and ensure that only valid deviations are allowed.Supports the Supervisor/Manager in meeting the set KPIs.Recommend improvements on the SOP with the steps on how the...

  • Senior Business Support Specialist Customs

    3 days ago

    Paranaque City, Calabarzon, Philippines DSV Full time $104,000 - $130,878 per year

    If you are a current DSV employee and interested in a position in another country, please contact your Human Resource representative to discuss the process and requirements of applying.Job Req Number: 99714Time Type: Full TimeResponsible for all process documentation requirements. (Process maps, working instructions, SOPS etc.)Responsible for team's process...

  • Shift Supervisor

    2 days ago

    Paranaque City, Calabarzon, Philippines xpress Full time ₱300,000 - ₱360,000 per year

    Team Shift Supervisor (AM/PM/Night Shift)Location: [Insert Branch] | Rotational Shifts (AM/PM/Night) | Full-TimeAbout XpressXpress is a fast-growing TNVS and taxi operator committed to delivering safe, reliable, and efficient mobility solutions. With a fleet capacity of eventually up to 500 vehicles and a strong focus on technology-driven operations, we aim...

  • Selling Supervisor

    3 days ago

    Paranaque City, Calabarzon, Philippines Waltemart Supermarket Inc. Full time ₱250,000 - ₱500,000 per year

    Job SummaryThe Selling Supervisor is responsible for driving category profitability through effective category management and oversight of daily selling operations.Key ResponsibilitiesManage and ensure excellent customer service within the assigned categoryBuild and grow category performance through sales achievement, proper sanitation, and control of bad...