Job Description

Accountabilities:

The Supervisor, Client Contact will oversee customer service teams, drive operational performance, and ensure high-quality service delivery while supporting continuous improvement initiatives.

• Manage one or more customer service teams handling customer inquiries and issues through phone, email, and other communication channels.
• Monitor daily operations to ensure compliance with service level agreements, quality standards, and internal procedures.
• Promote professional, responsive, and customer-focused support experiences that build strong client relationships.
• Ensure appropriate team coverage by managing schedules, workload distribution, and operational priorities.
• Act as an escalation point for complex customer issues, ensuring timely resolution and effective communication.
• Evaluate customer interactions, provide performance feedback, and support representatives in improving service quality.
• Communicate with clients, vendors, and internal departments to maintain service excellence and customer satisfaction.
• Conduct performance reviews, support hiring activities, and contribute to team development initiatives.
• Provide coaching and mentoring to supervisors, team leads, and customer service representatives.
• Identify and implement process improvements to increase efficiency and improve customer outcomes.
• Track and report contact center performance metrics, including quality, productivity, customer satisfaction, and service objectives.
• Support senior customer service leadership as needed and contribute to broader operational initiatives.

Requirements:

The ideal candidate will have experience in customer service operations and team leadership, with strong communication skills and the ability to manage performance in a fast-paced contact center environment.

• Bachelor’s degree or equivalent combination of education, training, and professional experience preferred.
• Minimum of 3 years of experience in a call center, customer service, or related service industry environment.
• Previous supervisory or team leadership experience managing customer support teams.
• Strong knowledge of customer service operations, products, services, and business processes.
• Excellent verbal and written communication skills with the ability to engage effectively with customers, teams, and stakeholders.
• Strong customer-focused mindset with a commitment to delivering high-quality service experiences.
• Ability to lead, motivate, and manage large teams effectively.
• Experience with workforce management practices, scheduling tools, and quality monitoring systems.
• Strong problem-solving, decision-making, and root cause analysis skills.
• Ability to identify process improvement opportunities and support operational enhancements.
• Strong interpersonal skills and the ability to build positive working relationships.
• Proficiency with Microsoft Office and standard business software applications.
• Ability to work independently while collaborating effectively within a team environment.

Benefits:

• Opportunity to work in an international and collaborative environment.
• Fully remote work option with required equipment provided.
• Access to online learning platforms and professional development resources.
• Opportunities for career growth and continuous skill development.
• Supportive workplace culture focused on collaboration, respect, and teamwork.
• Opportunity to participate in social initiatives and community-focused projects.
• Exposure to global customer operations and innovative service environments.
• Professional growth opportunities within a growing organization.