Supervisor, Customer Service

What you'll do

• Manage a team of support specialists to resolve incoming service requests and ensure timely delivery of customer solutions.
• Serve as the primary point of escalation for complex, difficult, or unresolved customer inquiries.
• Monitor incident management processes to identify gaps and implement improvements in resolution workflows.
• Oversee the creation and expansion of technical documentation and Knowledge Base content.
• Collaborate with cross-functional technical teams to resolve complex issues and advocate for product enhancements.
• Analyze key performance metrics to drive operational improvements and automate customer feedback reporting.
• Provide recommendations to senior management regarding product, process, and customer experience improvements.
• Mentor team members by providing performance feedback, identifying training needs, and managing professional development.

What we're looking for

• Applicants must be able to read, write, and speak English.
• Candidates must have 3 to 5+ years of experience.