Customer Support Supervisor
Core
Lead a team of Customer Support Advisors to manage daily call center operations, handle escalated customer concerns, and ensure service quality.
Role type
Customer Support Supervisor (Team Lead)
Builds
Customer support operations and service delivery
Domain
Security services / Customer Support
Deliverable
Dashboards & analysis
Required skills
Team leadership, performance management, operational metrics monitoring, troubleshooting, coaching, conflict resolution, Microsoft Office proficiency
Preferred skills
Call center supervisory experience, Salesforce CRM, workforce management tools
Responsibilities
Lead, coach, and develop a team of Customer Support Advisors; Manage day-to-day customer support floor operations including staffing and triage; Handle escalated customer concerns; Monitor operational metrics and KPIs; Address performance gaps through coaching and feedback.
Seniority
Individual Contributor, Supervisory level
