Supervisor, Customer Service

Overview

Supervise daily customer service queue management and lead escalation resolution, staffing, coaching and continuous improvement for the customer service operation.

What you'll do

• Supervise daily queue management across phone, email, chat, and case workflows to preserve response time, accuracy, and customer experience standards.
• Lead resolution of customer escalations by diagnosing root causes, directing corrective actions, and confirming closure within agreed timelines.
• Oversee staffing plans, schedule adherence, timekeeping, and real-time adjustments to maintain coverage and contracted service levels.
• Lead coaching, performance reviews, corrective actions, and career development to strengthen capability and support talent decisions.
• Implement approved process changes and continuous improvement initiatives, ensuring training and knowledge articles are updated before deployment.
• Oversee documentation quality, compliance activities, and audit requests to preserve policy, control, and data integrity requirements.
• Lead cross-functional coordination with IT, logistics, and commercial partners to resolve service interruptions and support program and launch readiness.

What you'll need

• Bachelor's degree in business administration, operations management, supply chain, communications, or a related field required.
• 3+ years of experience in customer service operations, contact center supervision, order management, or a related field required.

Nice to have

• Less than 2 years of experience in a management capacity preferred.
• Certification in ITIL 4 Managing Professional (or ITIL 4 Foundation), Lean Six Sigma Green Belt, COPC Certified Professional Manager, Project Management Professional, PRINCE2 Practitioner or equivalent certification preferred.

Details

• Full time.
• Location: Pune, India.