Customer Care Supervisor
Shift time: UK Timings
Cabs provided both ways
Responsible for leading a high-performing customer support team across both in-person and remote environments, delivering exceptional service to a diverse global customer base through telephone, email, and digital channels. Accountable for achieving service level agreements (SLAs), key performance indicators (KPIs), customer satisfaction targets, and operational excellence within a quick-paced, highly regulated environment.
Leading and developing teams through coaching, mentoring, recruitment, and succession planning, while fostering a culture of accountability, collaboration, continuous improvement, and customer-centricity. Experienced in managing complex service operations, balancing business objectives with customer needs, and ensuring consistent service delivery across multiple locations and time zones.
A significant aspect of the role includes supporting customers and stakeholders within the education sector, working closely with educational institutions, students, parents, and partners worldwide.
This requires an understanding of the unique challenges faced by international students and education providers, ensuring responsive support throughout the student journey while maintaining high levels of customer satisfaction and service quality.
With a global remit, the role involves collaborating with cross-functional teams and stakeholders across multiple countries, sharing best practices, driving consistency in service standards, and supporting strategic initiatives that enhance the overall customer experience. Responsible for workforce planning, operational resilience, performance management, quality assurance, and process improvement initiatives that deliver measurable efficiencies and positive outcomes for customers and the business.
Key Responsibilities
• Lead, motivate, and develop customer-facing teams delivering high-volume support to global clients and educational institutions.
📌 Customer Care Supervisor (Pune)
🏢 Convera
📍 Pune