Specialty
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The role
The company, a global B-Corp business process outsourcing company, needs a project-based Customer Support Supervisor (Team Captain) to manage a client support team. The role covers coaching, quality and KPIs, and requires availability for US business hours.
What you will do
- Coach team members and track attendance and punctuality
- Review team performance and give weekly and monthly feedback
- Make sure the team is trained and meets company and client KPI targets
- Handle escalations and complex client requests that involve several teams
- Work with the people development manager on training plans and career paths
- Look for continuous improvement opportunities with the client experience manager
What they ask for
- Three years of supervisory experience in a related field, especially email and chat support
- Bachelor's or college degree in a relevant discipline
- Experience supporting SaaS products or troubleshooting by chat, email and SMS
- Intermediate knowledge of CRM systems, with Zendesk or Salesforce preferred
- General understanding of content moderation
- Excellent written and verbal communication
- Available for US business hours with flexibility
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