We are looking for a proactive and results-oriented Customer Support Supervisor to lead and develop our US-facing Customer Support team in Shillong.
You will be responsible for team performance, coaching and development, customer experience, and continuous improvement of our support processes and tools. You’ll work closely with management and teams across the organization to identify issues, improve processes, and deliver a high-quality customer experience.
Responsibilities:
- Lead, coach, and motivate the Customer Support team to achieve individual and team goals.
- Monitor key performance metrics such as: CSAT, AHT, FCR.
- Provide regular performance feedback, coaching, and 1:1s.
- Identify knowledge and performance gaps and organize training and development initiatives.
- Support onboarding and training of new team members.
- Handle escalations and provide guidance on complex customer issues.
- Identify recurring issues and work on solutions to improve customer and agent experience.
- Improve Customer Support processes, tools, automation, and self-service capabilities.
- Maintain support procedures, policies, and documentation.
- Prepare regular performance reports and provide management with insights and recommendations.
- Ensure compliance with company policies, procedures, and quality standards.
Requirements:
- Previous experience in Customer Support, preferably in a high-volume US-facing contact center environment.
- Previous experience as a Team Leader, Supervisor, or similar leadership role is preferred.
- Excellent spoken and written English.
- Strong leadership, coaching, communication, and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Highly organized, reliable, and comfortable managing multiple priorities.
- Ability to work under pressure and make independent decisions.
- Strong attention to detail and a results-oriented mindset.
- Proactive approach to improving customer experience, processes, and tools.
- Comfortable working with performance data, reports, and KPIs.
- Good knowledge of Google Workspace and general computer applications.
- University degree completion.
What we’re looking for:
Someone who leads by example, takes ownership, communicates clearly, and enjoys developing people while finding practical ways to improve the customer experience and the way we work.
Find more about Tello at Team Tello or follow us on Facebook.