Customer Support Supervisor (Level 1 & 2)

About the role

The Supervisor – Customer Support leads frontline delivery teams (Level 1 and Level 2) to ensure consistent, high‑quality outcomes for customers of NCR Voyix. This position blends people leadership, operational execution, and direct customer accountability, driving service performance against contractual commitments while continuously improving experience, resolution quality, and efficiency.

Key responsibilities

• Own end‑to‑end service delivery performance for assigned support teams.
• Ensure incidents and service requests are resolved efficiently, adhering to SLAs, OLAs, and contractual commitments.
• Act as escalation point for high‑impact or high‑visibility customer issues.
• Monitor CSAT metrics and implement actions to improve customer perception.
• Lead day‑to‑day operations, workload distribution, prioritisation, and capacity planning.
• Drive performance against SLA, backlog, ageing, first‑contact resolution, and escalation quality.
• Identify and resolve operational bottlenecks, risks, and inefficiencies.
• Coordinate cross‑functional resources (L2, L3, Engineering, third parties) for timely resolutions.
• Collaborate with adjacent supervisors to balance demand and maintain consistent service delivery.

Required profile

• Proven experience leading high‑volume support teams in a multitier environment.
• Strong operational execution skills with a focus on metrics and continuous improvement.
• Excellent communication and customer‑ownership mindset.
• Ability to manage workload distribution, prioritisation, and capacity planning.
• Collaborative approach to work with cross‑functional teams and stakeholders.

Required skills

• Incident Management
• Major Incident Management
• Service Level Agreement (SLA) Management