Job Description

As a Customer Service Team Supervisor, you’ll work closely with the Team Lead to support day-to-day operations and help keep the team running smoothly. This is a hands-on role for someone who is ready to take ownership of team workflows, assist with agent development, and act as a first point of escalation in a customer service call center, all while maintaining a high standard of customer service across every interaction.

What You’ll Do:

• Support the team in delivering high-quality written responses to both merchants and end customers, helping maintain consistency, tone, and quality across all interactions.
• Assist the Team Lead in monitoring performance targets and help motivate the team to meet them through day-to-day coaching and guidance.
• Serve as the first point of escalation for complex or sensitive issues, resolving what you can independently and escalating to the Team Lead when needed.
• Surface agent feedback, recurring issues, and improvement ideas to the Team Lead to help inform process improvements and a better customer experience.
• Assist with onboarding new agents and support the Team Lead in executing the team’s training and development plan at all stages of the agent journey.
• Track individual and team performance metrics and report findings to the Team Lead, helping to keep the team informed of goals and expectations.

Requirements

• 3+ years of experience in customer service, or support roles, including at least 1 year in a senior, mentoring, or a leading role.
• Fluent English – written and spoken.
• Excellent communication skills – clear, kind, and concise.
• Strong multitasking and time management capabilities.
• A proactive mindset with strong problem-solving skills and a customer-first approach.
• A collaborative, team-oriented attitude and eagerness to grow.
• Strong analytical skills with the ability to identify trends and act on data.