Supervisor I – Customer Support & Operations

About the role

Responsible for overseeing daily operations, ensuring compliance with company policies and procedures, and managing team performance to achieve organizational objectives. This role requires balancing leadership responsibilities with hands‑on operational oversight. It is a hybrid position that requires regular in‑office attendance throughout the month, based on business needs.

Key responsibilities

• Supervise and coach team members to achieve performance goals, conduct regular feedback sessions and performance evaluations, and foster a positive, collaborative work environment.
• Identify training needs and coordinate skill‑development programs.
• Monitor daily workflows, ensure timely completion of tasks, review and publish production metrics and reports, resolve escalated issues, and maintain service‑level agreements.
• Manage resource allocation and scheduling to optimize productivity and oversee adherence to operational policies and procedures.
• Implement and maintain quality‑control processes, ensure compliance with regulatory requirements and internal policies, conduct audits, and drive continuous‑improvement initiatives.
• Maintain accurate documentation for compliance, reporting, and employee coaching and feedback purposes.
• Contribute to process improvement and operational planning, support succession planning and employee development programs, and collaborate with leadership to align team goals with organizational objectives.
• Address customer concerns escalated beyond frontline teams, ensure high levels of customer satisfaction through timely resolution, and communicate effectively with internal and external stakeholders.
• Track KPIs, prepare performance dashboards for leadership, analyze trends, recommend corrective actions, and present operational updates during team and leadership meetings.