Customer Service Supervisor

CM TLT (Customer Support/Customer Care Team Lead/Supervisor)

What You’ll Do:

• Lead and coach a team of advisors to ensure consistent delivery of high-quality service.
• Monitor team performance and provide regular feedback to support skill development and continuous improvement.
• Oversee the implementation of SOPs and ensure service standards are met or exceeded.
• Analyze student progress and teaching quality data to identify trends, address issues, and optimize learning outcomes.
• Handle escalated cases and guide the team in delivering effective solutions and maintaining high customer satisfaction.
• Coordinate with cross-functional teams (e.g., Academic, Sales) to support business goals and student success.
• Prepare performance reports and propose service enhancements based on data and frontline insights.

Requirements:

• Bachelor’s degree or above.
• At least 3 years of experience in customer service or education-related roles, with 1 year in a leadership or supervisory position.
• Professional proficiency in English in both writing and speaking.
• Strong leadership, communication, and problem-solving skills.
• Customer-focused mindset with a passion for education and team development.