Customer Support Supervisor

This position requires an individual with a high level of organization skills in providing innovative solutions when supporting a team that exceeds customer expectations. The ability to multitask and display a sense of urgency is critical to this role. The Customer Support Supervisor is a seasoned leader working with internal teams along with external clients, merchants and customers to maximize program participation while excelling at professional communication, productivity, problem solving, team leadership, innovation and strategic initiatives. In addition to this, the role will ensure a mindset of continuous improvement (i.e. processes, procedures, team and individual development) with the express intent of driving world class service for the organization.  

 

·       Ensure that an extraordinary customer experience is provided on every interaction with both internal and external customers

·       Promote a culture of continuous improvement by studying, evaluating, re-designing and documenting processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes

·       Oversee incoming and outgoing communications to ensure timely, accurate and professional responses 

·       Set, monitor and frequently review team goals and metrics 

·       Meet regularly with each team member to review metrics, provide feedback and coaching, and address concerns

·       Recognize potential system defects and escalate internally when appropriate

·       Handle escalated situations and act urgently when necessary

·       Foster the growth and effective operation of the team by coordinating and scheduling appropriate training sessions, and developing training documentation 

·       Manage client relationships by providing top level support

·       Energize and motivate the team through strong leadership, clear communication and by setting a positive and professional example

·       Performs other general duties as assigned

 

·       Minimum of 4 years’ experience supervising Customer Service personnel in a call center environment

·       Excellent interpersonal skills and ability to motivate the team and create a supportive working relationship

·       Excellent professional verbal and written communication skills 

·       Detailed oriented; strong organizational skills

·       Strong critical thinking and analytical skills

·       Independent decision making and delegation experience

·       Advanced computer skills, especially in Microsoft Word & Excel 

·       Experience with Service Cloud is a plus

·       Ability to identify the root cause of a problem and develop solutions to mitigate

·       Interdepartmental and customer relationship skills

·       Work schedule flexibility

·       Multiple languages a plus