Customer Service Supervisor

About the role

The Customer Service Supervisor leads a team of call‑center agents, ensuring high‑quality interactions and meeting key performance targets. This role combines hands‑on coaching, process improvement, and cross‑functional collaboration to deliver excellent customer experiences.

Key responsibilities

• Supervise and coach a team of voice and back‑office agents, providing real‑time feedback.
• Monitor and achieve KPI targets such as Average Handle Time (AHT), Quality Assurance (QA) scores, and Customer Satisfaction (CSAT).
• Develop, communicate, and enforce processes and policies.
• Set short‑ and long‑term tactical goals aligned with team vision.
• Respond promptly to escalations and incorporate client feedback.
• Partner with internal business units to accelerate issue resolution and suggest product improvements.
• Produce and analyze statistical reports to track performance and identify trends.
• Participate in projects, including budgeting and internal meetings, acting as a team ambassador.

Required profile

• Bachelor’s degree or ongoing studies in Business Administration or a related field.
• Minimum B2+ level English proficiency.
• At least 1 year of leadership experience in a call‑center or customer‑service environment.
• Experience leading both voice and back‑office teams.
• Familiarity with ticketing software.

Required skills

• Advanced knowledge of G Suite.
• Proficiency with ticketing software platforms.