As a Support Supervisor you will be responsible for fostering an incredible client experience, delivering a WOW support experience from the moment they get in touch with us or perhaps, even exceeding expectations by getting in touch with them. You will do this by supervising a team of Team Leaders, who each lead a team of agents. We feel truly responsible for our customers, and support has a strategical role at the company.
To achieve this you must be:
Analytical to understand the performance of your team, to review a process flow and bring improvement opportunities.
Proactive to achieve your daily goals and start new projects. We're a daily, under-construction company meaning that everything can be re-designed by you.
Amazing people skills. Our agents are responsible for the WOW experience with customers so you must bring your team an amazing experience regarding your management of them as well.
Self-driven.You are responsible for your own and are a team carrier.
Able to train and develop your team.
At least 2 years of leaders management
Previous experience at companies with a recognized focus on customer experience, such as tech companies, premium banks, etc.English is mandatory as you'll be part of a truly global organization
Knowledge of Excel and analytical capabilities are necessary. Being comfortable with vast data, interpreting them and coming up with conclusions are a fundamental part of this role
Experience with project management
Ability to articulate and be a good communicator, so you can efficiently guide your team