Customer Support Supervisor

Description

Musk Al Mahal is seeking a dedicated Customer Support Supervisor to lead and manage a team of 15 customer support representatives. The ideal candidate will have at least two years of experience in a supervisory or team lead role within a customer service environment. This role demands strong leadership skills, a proactive mindset, and the ability to motivate and develop team members while ensuring excellent customer service standards are consistently met. The Customer Support Supervisor will oversee daily operations, monitor performance metrics, and implement improvements to enhance customer satisfaction. This position requires excellent verbal and written communication skills and a solid understanding of customer service processes and product knowledge. The successful candidate will be responsible for workforce scheduling, quality assurance, call monitoring, and the continuous coaching of team members to achieve high performance. Additionally, they will analyze customer support key performance indicators and drive process improvements to optimize efficiency and customer experience.

Responsibilities

• Lead, coach, and motivate a team of 15 customer support representatives to achieve individual and team performance goals.
• Supervise daily customer support operations, ensuring that service level agreements and quality standards are upheld.
• Develop and implement workforce scheduling to optimize team coverage and meet customer demand across different shifts.
• Monitor and analyze customer support key performance indicators and metrics to identify areas for improvement and drive performance.
• Conduct regular quality assurance activities, including call monitoring and evaluation using quality assurance scorecards and interaction monitoring tools.
• Provide continuous feedback and training to team members, fostering skill development and career growth.
• Identify process improvement opportunities in customer support workflows and propose solutions to enhance efficiency and customer satisfaction.
• Manage escalations effectively, resolving issues promptly while maintaining a professional and customer-focused attitude.
• Ensure accountability within the team by tracking performance, addressing underperformance, and recognizing achievements.
• Collaborate with other departments to align customer support strategies with overall business objectives and product updates.
• Maintain accurate documentation of team activities, quality assurance results, and training records.
• Promote a positive and responsible work culture that supports professionalism, proactive behavior, and teamwork.

Experience

2 Years

Apply By

Dec 3, 2026

Required Skills

• Customer Support Team Leadership
• Coaching and performance management
• Workforce Scheduling And Management
• Quality Assurance And Call Monitoring
• Customer Support Process Improvement
• Quality Assurance Scorecards and Interaction Monitoring
• Communication Skills
• Problem Solving
• Decision Making
• Organizational Skills
• Team Management
• Leadership
• Customer Service Operations

Nice to Have Skills

• Customer Support KPI And Metrics Analysis