Job Summary
The Supervisor, Customer Support is responsible for the day-to-day management of teams delivering high-quality service across multiple operational areas. This may include Customer Care, Transaction Management, and Collections related activities. The role focuses on executing defined processes, managing short-term priorities, and ensuring consistent delivery against SLAs, KPIs, quality standards, regulatory requirements, and customer expectations.
The Supervisor applies sound judgement to manage operational risks, support resolution of complex or sensitive customer, transaction, or collections issues, and escalate systemic, policy, risk, or cross-functional matters to management. The role plays a critical part in enabling Managers by maintaining operational stability, performance discipline, and team readiness across multiple work types.
Leadership & Team Management
The Supervisor directly leads and develops a team who may perform different but related functions, including customer service, transaction management, and collections. The role provides transparent direction,
ongoing coaching, and day-to-day performance management to ensure consistent quality and compliance across all activities.
Responsibilities include supporting recruitment, onboarding, skills development, regular 1:1s, quality assurance feedback, and timely management of underperformance. The Supervisor leads daily and weekly operational routines, including work prioritisation and queue management, to respond to changing demand across teams’ workloads. Attendance, wellbeing, and engagement are actively managed in line with company policies.
Customer, Transaction & Collections Service Delivery
The Supervisor role-models customer champion behaviour and reinforces a Right-First Time and First Time Resolution culture across all service interactions. They support team members in resolving complex or sensitive customer enquiries, transaction requests, and overdue balance or collections-related
📌 Supervisor - Customer Support (Pune)
🏢 Convera
📍 Pune