Customer Service Team Supervisor

Job description

Description As a Customer Service Team Supervisor, you’ll work closely with the Team Lead to support day-to-day operations and help keep the team running smoothly. This is a hands-on role for someone who is ready to take ownership of team workflows, assist with agent development, and act as a first point of escalation in a customer service call center, all while maintaining a high standard of customer service across every interaction. What You’ll Do: - Support the team in delivering high-quality written responses to both merchants and end customers, helping maintain consistency, tone, and quality across all interactions. - Assist the Team Lead in monitoring performance targets and help motivate the team to meet them through day-to-day coaching and guidance. - Serve as the first point of escalation for complex or sensitive issues, resolving what you can independently and escalating to the Team Lead when needed. - Surface agent feedback, recurring issues, and improvement ideas to the Team Lead to help inform process improvements and a better customer experience. - Assist with onboarding new agents and support the Team Lead in executing the team’s training and development plan at all...