Customer Support Supervisor
2 days ago
Job Overview
We are looking for a Customer Support Supervisor to lead our support team in providing timely, accurate, and high-quality assistance to customers. The role ensures effective resolution of customer issues, manages team performance, and implements support processes that enhance customer satisfaction and efficiency.
Key Responsibilities
- Supervise, mentor, and develop a team of Customer Support Representatives.
- Oversee daily operations in email, chat, and ticketing systems to ensure SLAs and KPIs are met.
- Handle and resolve escalated customer concerns, particularly complex technical or product-related issues.
- Provide coaching, training, and performance feedback to improve individual and team effectiveness.
- Collaborate with product, operations, and technical teams to resolve recurring issues and improve workflows.
- Monitor and analyze support metrics (response times, resolution rates, customer satisfaction scores).
- Create and maintain support documentation, FAQs, and knowledge base content.
- Prepare regular reports on team performance and customer feedback for management.
- Promote a customer-first, solutions-oriented culture within the team.
Qualifications
- Bachelor's degree in Business, IT, or related field (preferred).
- Proven experience as a Customer Support Supervisor, Team Leader, or similar leadership role.
- Strong knowledge of support tools (CRM, helpdesk/ticketing systems like Zendesk, Freshdesk, etc.).
- Excellent communication, troubleshooting, and problem-solving skills.
- Ability to lead and motivate a team in a fast-paced environment.
- Strong organizational and analytical skills.
- Flexible to work shifting schedules, weekends, or holidays if required.
Core Competencies
- Leadership & Coaching
- Technical/Problem-Solving Mindset
- Customer-Centric Attitude
- Conflict Resolution & Escalation Management
- Communication & Collaboration
- Adaptability in High-Pressure Situations
Job Types: Full-time, Permanent
Pay: Php35, Php45,000.00 per month
Benefits:
- Company Christmas gift
- Company events
- Health insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
Work Location: In person
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