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 hybrid position balances leadership duties with hands‑on operational oversight and requires regular in‑office attendance.

Key responsibilities

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