Customer Service Supervisor

About the role

The Customer Service Supervisor will lead a team of Customer Service Representatives, ensuring high levels of customer satisfaction and service excellence. You will oversee daily operations, handle escalated issues, and drive continuous improvement of the customer experience.

Key responsibilities

• Lead, motivate, coach, and develop the Customer Service team.
• Monitor individual and team performance against KPIs.
• Handle and resolve escalated customer complaints effectively.
• Collect and analyse customer feedback to identify improvement areas.
• Prepare and analyse performance reports.
• Collaborate with Sales, Marketing, and Operations for a seamless experience.
• Improve, streamline, and document service processes.
• Ensure compliance with company policies and confidentiality requirements.
• Conduct regular team meetings and provide ongoing training.

Required profile

• Bachelor’s degree in Business Administration, Communication, or related field.
• 5–7 years of proven customer service experience.
• Previous supervisory or leadership experience.
• Strong leadership, communication, problem‑solving, and analytical abilities.
• Familiarity with KPIs and process‑improvement methodologies.
• Fluent English communication skills.

Required skills

• CRM systems
• Customer service software
• Microsoft Office