As a Customer Support Supervisor at The Jitu, you will be responsible for training, developing, and motivating customer support representatives as they service and support a growing global customer base. You will manage the day-to-day affairs of the team, handle escalated customer issues, and ensure all agents perform according to expected standards. This role requires providing guidance and direction to ensure agents are supported throughout their shifts.
Key Responsibilities
Provide guidance and direction to team members, setting performance standards and monitoring agent, team, and department-level KPIs.
Develop, maintain, and continually evaluate productivity standards to improve service operations, procedures, and agent efficiency.
Evaluate team member performance, provide remedial coaching as needed, and recommend personnel actions in line with company policies.
Monitor team time management, mood, and morale to ensure a positive work environment.
Identify opportunities to update or improve customer service procedures and make recommendations to management.
Coordinate meetings and agendas with managers and other departments to address obstacles, resource needs, or service issues.
Ensure team members have the information and tools needed to participate effectively in discussions and implement policies.
Handle escalated calls or emails, resolve disputes, and collaborate with other departments when required.
Perform other duties as assigned to support the success of the customer support team.
Key Competencies and Skills
Experience working in a compliance-heavy environment.
Excellent verbal and written communication skills; knowledge of additional languages is an advantage.
Ability to troubleshoot and resolve customer complaints while maintaining a professional and calm demeanor.
Outstanding communication, negotiation, and de-escalation abilities.
Deep knowledge of customer service best practices.
Familiarity with call-center software such as Salesforce, Zendesk, Five9, and AWS Connect.
Basic knowledge and passion for cryptocurrency, blockchains, and fintech.
Qualifications and Experience
Education: Bachelor’s degree or Diploma.
Experience: Minimum of 3 years of experience as a customer support supervisor or in a similar supervisory position.
Prior experience in a call-center or high-volume customer support role supporting global regions is preferred.
How to Apply
Interested and qualified candidates should apply online via the application link provided below. This link will redirect you to the recruitment portal at ADP Workforce Now.
Apply Here
How to Apply
Interested and qualified candidates should apply for the position by clicking on the following link: Apply Now. This link will direct you to TheJitu.com's application page on workforcenow.adp.com.
