Customer Operations Supervisor

Here’s the difference you’ll make In this role, you’ll lead the customer service team in delivering timely, reliable, and customer-focused solutions that strengthen client relationships and uphold 2GO’s service standards. You’ll oversee daily operations, manage escalated customer concerns, and coordinate with cross-functional teams to ensure efficient service delivery and effective issue resolution.

You’ll also drive continuous improvement by monitoring customer service performance, analyzing complaint trends, and implementing strategies that enhance customer satisfaction, first-time resolution, and overall service quality.

What You’ll Do Customer Escalation & Case Resolution

• Manage escalated customer concerns from initial acceptance through resolution and closure, ensuring timely and effective handling.
• Establish clear case ownership, priorities, next steps, customer updates, and target resolution timelines for all escalated concerns.
• Monitor open cases, aging, backlogs, overdue actions, and recurring escalations to proactively address resolution risks.
• Ensure accurate documentation and tracking of customer concerns using approved case-management and customer-service systems.
• Establish and maintain escalation protocols, severity classifications, and management escalation thresholds.

Customer Service Operations & Coordination

• Supervise daily customer service operations, ensuring timely responses to customer inquiries, requests, and service requirements.
• Coordinate customer orders and service requirements with Operations, Sales, Finance, and other relevant support functions.
• Maintain effective working relationships with new and existing clients to ensure service commitments and customer expectations are met.
• Promote a customer-centric approach focused on responsiveness, accountability, empathy, and effective first-time resolution.
• Collaborate with Operations, IT, Billing, OPEX, Product, and other stakeholders to address service issues and facilitate timely resolution.

Performance Monitoring & Continuous Improvement

• Monitor customer service KPIs, complaint trends, case resolution timelines, and customer feedback to assess team performance.
• Analyze recurring customer concerns and identify root causes, service gaps, and opportunities for process improvement.
• Develop and implement strategies to improve customer satisfaction, loyalty, and first-time resolution.
• Prepare and review performance reports to track service levels, escalation patterns, and improvement initiatives.
• Recommend and implement process enhancements that improve service efficiency, consistency, and overall customer experience.

People Leadership & Team Development

• Guide, coach, and support the customer service team in meeting operational targets and maintaining service quality standards.
• Monitor individual and team performance, providing feedback and guidance to strengthen customer handling and problem-solving capabilities.
• Promote accountability, collaboration, and a sense of urgency in addressing customer concerns and meeting service commitments.
• Reinforce established customer service procedures, escalation guidelines, and performance expectations.

You’ll thrive in this role if you…

• Hold a bachelor’s degree in Business Administration, Management, Logistics, Communications, or a related field.
• Have relevant experience in customer service, customer operations, or a related function, preferably in logistics, courier, express delivery, transportation, or other service-intensive industries.
• Have experience in team leadership or people management, preferably in a customer-facing or operational environment.
• Demonstrate strong capabilities in handling customer complaints, managing escalations, and coordinating resolutions across multiple stakeholders.
• Possess analytical and problem-solving skills, with the ability to interpret customer service data, complaint trends, and performance dashboards to identify improvement opportunities.
• Communicate effectively with customers and internal stakeholders, particularly when managing difficult situations or sensitive concerns.
• Demonstrate strong stakeholder management skills and the ability to drive timely resolution across Operations, Sales, IT, Billing, OPEX, Product, and other support functions.
• Are proficient in customer service or case-management systems, CRM platforms, and Microsoft Office applications.