Customer Excellence Supervisor

About this role

As part of the Customer Excellence team, this role ensures our operational scale matches our rapid technological growth. You will drive agent performance through continuous coaching, enforce strict SLAs, and manage Jira-backed incident workflows. Additionally, you will lead our Knowledge Management & Insights framework—maintaining internal repositories and translating customer data into actionable insights—while personally handling high-stakes external escalations to negotiate and close regulatory and customer complaint cases.

What will you do

• Lead and develop customer service agents to deliver excellent customer experience, achieve operational KPIs, and maintain high service quality standards
• Coach and support agents through regular sync sessions, performance feedback, case consultations, and continuous knowledge-sharing initiatives
• Monitor team productivity, utilization, service quality, and SLA performance to ensure operational efficiency and timely issue resolution
• Manage customer escalations, complaint cases, and operational incidents by conducting preliminary investigations and coordinating with technical and cross-functional teams to drive effective resolutions
• Act as the primary contact point for incidents escalated by agents, including monitoring and support coordination during weekends or holidays when necessary
• Maintain and continuously improve support documentation, knowledge bases, and customer communication guidelines to ensure service consistency and operational readiness
• Analyze customer insights, operational trends, and support performance metrics to identify improvement opportunities and drive customer satisfaction initiatives

Who we are looking for

• Bachelor’s degree in Engineering, Business Administration, Communications, or a related field
• 2+ years of experience in customer support supervisory or team lead role
• Strong leadership, coaching, and people management skills.
• Proven ability to manage customer escalations and resolve conflicts effectively.
• Strong analytical and problem-solving skills with attention to detail.
• Ability to work in a fast-paced, customer-focused environment.
• Good organizational and multitasking abilities.
• Flexible, proactive, and service-minded attitude.