Customer Support Team Supervisor

About the Job

The Senior Customer Support Supervisor leads the customer support team to ensure customers receive fast, clear, and helpful service. You will oversee daily operations while improving processes, reducing response times, and raising customer satisfaction.

In this role, you will manage and mentor the support team, handle escalated issues, and ensure consistent, high-quality communication with customers. You will track key support metrics, analyze customer feedback to find patterns, and work with other departments to solve recurring problems.

This role requires balancing hands-on team management with improving systems and workflows to prepare the support team for growth. You will champion a customer-first culture, ensuring the team’s work aligns with company goals while delivering a smooth, positive experience for every customer.

Important Information

Remote Position 9am to 6 pm (UK) - Rotational Shift Hourly Calculation (Time Doctor) $6 to $8 per hour (non-negotiable)

Key Job Responsibility

Lead and coach the support team to maintain high service standards and build team skills. Ensure fast, effective resolution of customer inquiries and escalations across all channels. Monitor and improve support processes to boost productivity and reduce response times. Work with logistics and operations teams to resolve delivery problems and keep customers informed. Handle escalations for delayed, damaged, or missing orders with clear, timely communication. Coordinate with the sales team to ensure a smooth transition from sale to support. Assist sales with customer questions that need support input or issue resolution. Gather and analyze customer feedback to identify trends and improve products and services. Track key metrics and use data to drive team and individual performance improvements. Maintain and update the knowledge base to improve first-contact resolution and self-service. Work with other teams to address recurring issues and integrate customer insights. Manage support tools and systems to ensure efficient use and identify improvement opportunities. Analyze delivery issues to find patterns and suggest improvements in logistics and communication. Review sales communications to confirm customers receive accurate information. Share customer feedback with the sales team align goals for seamless customer experience. Report on support performance and customer trends to senior management. Foster a customer-first culture with empathy, active listening, and continuous improvement.

Key Job Qualifications

5+ years in customer support, with 2+ years in a supervisory or management role minimum. Strong leadership skills with experience coaching and developing teams. Excellent English written and verbal communication, with the ability to handle escalations. Proven track record of improving support processes and reducing response times. Experience managing orders in transit and resolving delivery issues with customers and logistics teams. Ability to work with sales teams to ensure a smooth handover and consistent customer information. Skilled in using CRM and support tools (Specifically Odoo & Asana). Comfortable tracking KPIs and using data to improve team performance. Customer-focused mindset with strong problem-solving abilities. Organized, able to prioritize tasks, and perform well in a fast-paced environment.

What We Offer

A supportive work environment where your ability will be valued. Remote opportunity with full-time and long-term employment contract. Hands-on leadership opportunities while staying actively involved in customer interactions. Opportunities to refine your people management and operational skills in a growing company. Competitive salary aligned with your experience and contributions. A team culture that values respect, professionalism, and continuous improvement.

Company Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, or skills required for this position. Duties and responsibilities may change or be assigned as business needs evolve.