Customer Support Supervisor

📋 Description

• Lead a customer service team across multiple channels (phone, messaging, email)
• Manage and support initiatives to streamline operations and improve CX metrics
• Achieve SLAs, productivity and quality metrics for your team
• Provide leadership and mentorship in performance management and learning
• Collaborate cross-functionally with Program, Quality and Training teams to improve workflows
• Use metrics to drive data-backed business decisions

🎯 Requirements

• This role requires full-time, in-office presence at Manila location
• Customer-obsessed, mission-driven, seamless global CX
• Minimum of 6 years of experience in financial services, tech or customer support
• Minimum of 3 years of people management experience in an operations environment
• Excellent communication and ability to simplify complex topics
• Demonstrates ability to responsibly use generative AI tools in daily workflows

🎁 Benefits

• Crypto exchange or financial services experience preferred
• Experience in project management, analytics or quality assurance
• Degree in business, finance, customer experience and/or blockchain
• Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud