Supervisor - Customer Support

About the role

The Supervisor, Customer Support leads a team delivering high-quality service across Customer Care, Transaction Management and Collections. You will manage day-to-day operations, ensure compliance with SLAs, KPIs and regulatory requirements, and support resolution of complex customer issues.

Key responsibilities

• Lead, coach and develop a multi-functional team, handling recruitment, onboarding, performance management and quality assurance.
• Monitor and manage team performance against SLAs, KPIs, productivity and accuracy targets, taking corrective action when needed.
• Oversee daily operational routines such as work prioritisation, queue management and attendance, ensuring service continuity.
• Identify and escalate emerging risk trends, process gaps or policy exceptions, and contribute data-backed improvement recommendations.
• Collaborate with internal stakeholders to resolve operational issues and support change initiatives.

Required profile

• High School Diploma or equivalent.
• At least 2 years of experience leading client-facing, high-volume transactional teams.
• Proven ability to manage performance, prioritize work and exercise sound judgement.
• Strong communication, problem-solving and stakeholder management skills.
• Experience with international payments is highly preferred; experience in education sector is a plus.

What we offer

• Market‑competitive salary.
• Career growth and development opportunities in a global organisation.
• Hybrid work schedule with two days in the office.
• Comprehensive health, disability and life insurance.
• Paid holidays, generous leave policies and 5 days of paid volunteering per year.
• Monday‑Friday morning shift (7:00 – 16:00).