Customer Service Supervisor

We are looking for a hands-on Customer Service Supervisor to manage operations, lead the team, and drive performance across all service channels.

Key Responsibilities Operations & Performance Management

• Own end-to-end customer service operations
• Monitor and drive KPIs (SLA, CSAT, response time, productivity)
• Analyze performance data and translate insights into actions
• Track team performance on a daily, weekly, and monthly basis
• Identify gaps and implement improvement plans
• Supervise and support agents across calls, emails, and webchat
• Coach team members and step in when needed
• Ensure consistent service quality and compliance with standards
• Plan shifts and ensure full operational coverage
• Provide backup during peak times or absences

Problem Solving & Escalations

• Handle urgent and complex customer issues across departments
• Identify root causes of recurring problems
• Stay composed and effective under pressure

Systems & Process Management

• Manage lead flow, assignment, and conversion
• Ensure accurate creation and maintenance of merchant (MNA) IDs
• Coordinate with IT for system access and setup
• Maintain data accuracy across all systems and platforms
• Ensure all merchant/store data is correctly published

Cross-functional Collaboration

• Work closely with Sales, Finance, IT, and Operations
• Ensure smooth handover of converted accounts to Sales
• Handle urgent requests across departments efficiently
• Keep workflows moving without delays

Customer Experience Ownership

• Monitor service quality and ensure alignment with KPIs
• Actively contribute to handling customer cases when needed
• Drive continuous improvement in customer satisfaction
• Use insights and feedback to enhance service delivery