Supervisor I, Client Services

About the role

Oversees the product support team, supervising representatives assisting customers via phone, email, chat, or fax. Establishes and maintains systems that provide answers to common questions and problems. Ensures representatives are properly trained when old products are upgraded or new products are released.

What you'll do

• Supervise and manage day-to-day operations of high-volume inbound international voice processes
• Ensure service level agreements (SLAs), quality standards, and productivity targets are consistently met
• Provide real-time coaching, feedback, and performance management to team members
• Handle escalated customer issues and ensure effective resolution within defined timelines
• Monitor call quality, compliance, and adherence to process guidelines

What you need

• 5–9 yrs of experience
• Voice process
• Customer service
• Communication
• Performance management
• Escalation handling
• Any graduate