We are looking for an experienced and customer-focused Customer Support Supervisor to lead a team handling international clients. The ideal candidate should have strong communication skills, team-handling experience, and the ability to manage customer escalations while ensuring service quality and operational targets are consistently achieved.
Responsibilities:
- Lead and manage a team of customer support executives.
- Handle customer escalations and ensure timely resolution.
- Monitor KPIs including CSAT, quality, productivity, and response time.
- Conduct team briefings, coaching, and performance reviews.
- Ensure adherence to SOPs and service quality standards.
- Prepare daily/weekly performance reports.
- Coordinate with internal teams to resolve customer issues.
Requirements:
- 3–5 years of experience in customer support/BPO, preferably with international clients.
- 1–2 years of team handling/supervisory experience.
- Excellent English communication skills.
- Strong leadership, problem-solving, and escalation-handling skills.