Customer Service Supervisor

Salary: Competitive and based on experience Location: Taguig

Our client is seeking a dedicated and experienced Customer Service Supervisor to lead a team of highly motivated customer support professionals. This role is critical in delivering an outstanding customer experience globally. The successful candidate will be responsible for developing and leading a high-performing team across multiple channels, acting as a trusted point of contact for escalations and high priority issues. This role offers the opportunity to make data-driven business decisions, manage projects efficiently, and contribute significantly to the growth and success of the organisation.

• Lead a team of high performing customer support agents
• Drive data-driven business decisions
• Contribute to the growth and success of the organisation

What You'll Do
As a Customer Service Supervisor, you will play a crucial role in ensuring we deliver an outstanding customer experience globally. Your day-to-day responsibilities will include developing and leading a team of high performing customer support agents across multiple channels. You will act as a trusted point of contact for escalations and high priority issues related to your scope. Your ability to achieve service level agreements, productivity metrics, and quality metrics for your line of business will be key to your success in this role.

• Develop and lead a team of high performing customer support agents across multiple channels (email, chat & phone)
• Act as a trusted point of contact for escalations and high priority issues related to your scope
• Achieve service level agreements, productivity metrics and quality metrics for your line of business, at the individual and team level
• Provide leadership mentorship based on industry best methodologies and performance management
• Focus on team growth and enablement through mentorship, career development and employee engagement
• Collaborate with internal support teams across Programs, Tools, Quality and Training to help launch or improve product support workflows
• Utilize an in-depth understanding of metrics to drive data-driven business decisions
• Continuously add value through effective project management, dedicated prioritization and efficient execution

What You Bring
The ideal candidate for the Customer Service Supervisor position brings a wealth of relevant experience in financial services, technology or customer support. With at least 3 years' experience in people management within an operations environment, you have proven your ability to scale teams across multiple workflows and various channels of support. Your excellent track record demonstrates your ability to lead deeply engaged teams while making data-driven business decisions. Your subject matter expertise and interest in the crypto ecosystem will be a significant asset to our team.

• Minimum of 6 years of relevant experience in financial services, technology and/or customer support
• Minimum of 3 years of people management experience in an operations environment
• Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email and chat
• Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions
• Subject matter expertise and interest in the crypto ecosystem
• Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization

What Sets This Company Apart
Our client is a global leader in their field, committed to delivering an outstanding customer experience. They offer a dynamic and fast-paced work environment where innovation and dedication are highly valued. With a focus on continuous growth and development, they provide ample opportunities for career progression and personal development. Their inclusive culture encourages collaboration and teamwork, making it a great place to grow your career.

What's Next
Ready to take the next step in your career? Apply now

Apply today by clicking on the link provided. We look forward to receiving your application

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Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.