Customer Service Supervisor

Job Summary

We are looking for a Customer Service Supervisor to lead and support the customer service team, ensure smooth daily operations, monitor team performance, and maintain high service standards aligned with company objectives.

Key Responsibilities

• Supervise daily customer service operations and support team members
• Monitor team performance, productivity, and KPI achievement
• Handle escalated customer cases and provide effective resolutions
• Coach, guide, and develop team members to improve performance and service quality
• Conduct regular performance follow-ups and provide feedback
• Ensure compliance with company policies, procedures, and service standards
• Coordinate with internal departments to support operational efficiency
• Prepare reports related to team performance and operational activities
• Support workforce planning, scheduling, and operational continuity
• Identify process improvement opportunities to enhance customer experience

Requirements

• Bachelor’s degree or equivalent
• Minimum 1–5 years of experience in customer service operations
• Previous supervisory or team leadership experience is preferred
• Strong leadership, communication, and problem-solving skills
• Ability to manage high-pressure situations and operational challenges
• Good analytical and reporting skills
• Proficiency in Microsoft Office and customer service systems
• Fluent in English; Arabic is an advantage

Skills

• Leadership and people management
• Decision-making and problem-solving
• Customer-focused mindset
• Time management and organization
• Conflict resolution
• Team development and coaching
• Operational planning and execution

Location

Riyadh, Saudi Arabia