Customer Support Supervisor

About the role

The Customer Support Supervisor leads a multidisciplinary team that handles customer care, transaction management and collections. Reporting to management, the supervisor ensures high‑quality service delivery, compliance with regulatory standards and achievement of service level agreements.

Key responsibilities

• Provide day‑to‑day leadership, coaching and performance management for a team performing customer service, transaction processing and collections tasks.
• Oversee recruitment, onboarding, skill development, regular one‑on‑ones and quality assurance feedback.
• Manage daily operational routines, including work prioritisation, queue management and workload balancing across shifting demand.
• Monitor and act on service metrics, SLAs, KPIs, productivity, quality and utilization targets, producing performance updates for senior management.
• Support resolution of complex or sensitive customer, transaction or collections issues within defined authority levels.
• Identify emerging risk trends at the team level and escalate systemic or policy matters to management.
• Ensure consistent execution of documented processes, controls and compliance requirements.

Required profile

• Proven experience leading teams in a customer‑facing environment such as a call centre or contact centre.
• Strong judgment in managing operational risk and handling escalated customer issues.
• Ability to coach, develop and motivate staff while maintaining performance discipline.
• Excellent communication skills and a customer‑centric mindset.
• Organisational skills to manage multiple priorities and adapt to changing demand.

Required skills

• Knowledge of customer service processes, transaction handling and collections procedures.
• Familiarity with performance monitoring tools and KPI reporting.
• Understanding of regulatory compliance in customer interactions.