Customer Support Supervisor

About the Role

We are looking for an experienced and customer-focused Customer Support Supervisor to lead a team handling international clients. The ideal candidate should have strong communication skills, team-handling experience, and the ability to manage customer escalations while ensuring service quality and operational targets are consistently achieved.

Responsibilities:

• Lead and manage a team of customer support executives.
• Handle customer escalations and ensure timely resolution.
• Monitor KPIs including CSAT, quality, productivity, and response time.
• Conduct team briefings, coaching, and performance reviews.
• Ensure adherence to SOPs and service quality standards.
• Prepare daily/weekly performance reports.
• Coordinate with internal teams to resolve customer issues.

Requirements:

• 3–5 years of experience in customer support/BPO, preferably with international clients.
• 1–2 years of team handling/supervisory experience.
• Excellent English communication skills.
• Strong leadership, problem-solving, and escalation-handling skills.
• Comfortable working in international shifts.
• Immediate/short-notice joiners preferred.

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Work Location: In person