As a Customer Support Supervisor, you will be tasked with training, developing, and motivating our customer support representatives as they service and support our growing customer base. You will assist with the day-to-day affairs of the team, including handling escalated customer issues, ensuring all agents are performing up to expected standards, and providing guidance and direction so that agents are supported throughout their shift.
Key responsibilities:
- Provide guidance and direction to team members, including setting
performance standards and monitoring agent, team, and department-level
KPIs.
- Develop, maintain, and continually evaluate productivity standards
to improve service operations, procedures, and agent efficiency.
- Evaluate team member performance, provide remedial coaching as
needed, and recommend personnel actions in line with company policies.
- Monitor team time management, mood, and morale to ensure a positive
work environment.
- Identify opportunities to update or improve customer service
procedures and make recommendations to management.
- Coordinate meetings and agendas with managers and other departments
to address obstacles, resource needs, or service issues.
- Ensure team members have the information and tools needed to
participate effectively in discussions and implement policies.
- Handle escalated calls or emails, resolve disputes, and collaborate
with other departments when required.
- Perform other duties as assigned to support the success of the
customer support team.
Key competencies/skills
- Experience in a compliance heavy environment
- Excellent verbal and written communication skills; additional
languages a plus.
- Ability to troubleshoot/resolve customer complaints and issues while
maintaining a professional and calm demeanor.
- Outstanding communication, negotiation, and de-escalation abilities.
- Knowledge of customer service best practices.
- Familiarity with call-center software (e.g., Salesforce, Zendesk,
Five9, AWS Connect, etc.).
- Basic knowledge of cryptocurrency and blockchains.
- General passion and knowledge of fintech and cryptocurrency.
Preferred Qualifications
& Experience
- Education: Bachelor’s degree or Diploma
- Previous experience in a call-center or high-volume customer support
role supporting customers across global regions.
- Prior experience as customer support supervisor or similar
supervisory position for a minimum of 3 years; previous call-center
experience preferred.
How to Apply
