Customer Support Supervisor, Devices

Role Responsibilities

1. Lead, mentor, and support team leads, fostering a culture of excellence and accountability.
2. Monitor team performance, ensuring SLAs, response times, and quality benchmarks are met.
3. Identify and resolve potential issues in customer interactions or workflows.
4. Collaborate with internal teams (Product, Tech, Operations) to address and resolve complex customer issues.

Key Deliverables

1. Achieve optimal staffing coverage and manage team scheduling/attendance.
2. Provide actionable insights for process optimization based on customer feedback and performance data.
3. Contribute to team meetings, strategy sessions, and training initiatives.
4. Ensure effective communication of goals and updates between the team and senior management.