Coda - Customer Support Supervisor
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Requirements
• Proven experience in customer support, with at least 1 to 3 years in a supervisory or leadership role. • Strong understanding of customer support metrics, tools, and best practices. • Exceptional communication and interpersonal skills, with the ability to manage and inspire a diverse team. • Proficiency in CRM and ticketing systems such as Zendesk, Freshdesk, or similar platforms. • Problem-solving skills with the ability to make decisions in a fast-paced environment. • Basic proficiency in English; multilingual abilities are a plus. • Willingness to work flexible hours, including shifts, weekends, and holidays if required. • Experience in e-commerce or digital services industries. • Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries • Knowledge of workforce management and scheduling tools. • Ability to analyze data and derive actionable insights for team improvement. • Demonstrated ability to handle escalations with a customer-centric approach. • Working at Coda • With Codans spread across over 20 countries worldwide, our fast-paced, challenging, and highly collaborative environment breaks down time zones and cultural barriers, empowering you to chase innovative ideas, contribute to Coda’s growth, and make a lasting impact. • If you have a passion for pushing boundaries and thrive on continuous improvement through experimentation, we would love to hear from you!
Responsibilities
• Oversee daily operations for a customer support team of 4 to 8 specialists, ensuring SLAs and quality standards are consistently met. • Monitor and evaluate team performance through metrics, KPIs, and regular audits, providing constructive feedback and coaching to improve outcomes. • Handle escalated customer inquiries or complaints, ensuring swift and satisfactory resolution. • Develop schedules and manage resources to ensure adequate coverage across support channels. • Collaborate with internal departments to resolve complex issues and enhance overall customer satisfaction. • Lead team meetings, training sessions, and one-on-one coaching to keep the team informed and motivated. • Identify opportunities for process improvements and implement strategies to optimize team performance and customer experience. • Prepare reports on team performance, customer feedback, and operational challenges for management review. • Foster a supportive and collaborative team environment that encourages growth and learning.
Benefits
• Wellness Boost: Stay healthy with resources for physical and mental well-being with our flexible benefits and Employee Well-being Program - because you matter! • Customized Benefits: Tailor your benefits with our flexible plan. • Growth Opportunities: Unlock your potential through clear progression paths. • Skill Development: Access training resources to fuel your personal and professional growth. • Volunteer Time Off: Enjoy paid time off to make a difference in the world through volunteering. • Family Support: Take advantage of paid Family Care Leave to bond with your family, while our selected Flexible Benefits also cater to your family's needs. • Benefits are reviewed and updated on a yearly basis
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