Supervisor, Customer Support

Kore Wireless Canada Inc.• MT, MT

About The Position

The Customer Support Supervisor is responsible for managing a team of customer support representatives in a fast-paced, technology-driven environment. The role requires a results-oriented leader who is committed to delivering exceptional customer service, driving operational efficiency, and supporting team members to reach their full potential. This role combines leadership, customer experience management, process optimization, and financial oversight to ensure that customer support functions are aligned with business goals.

Requirements

Bachelor’s degree in Business Administration, Communications, Engineering, or a related field (preferred).
3+ years of experience in customer support, with at least 1 year in a leadership or supervisory role.
Familiarity with CRM systems, customer support software, and ticketing systems.
Excellent communication, coaching, and interpersonal skills.
Analytical mindset with the ability to interpret data and make informed decisions.
Strong focus on understanding and meeting customer needs. Ability to lead a team that places customer satisfaction as a top priority.
Strong analytical skills with the ability to resolve complex customer issues quickly and effectively.
Ability to inspire and lead a team, fostering a collaborative, results-driven culture. Skilled in coaching, mentoring, and developing talent.
Strong decision-making skills and the ability to take ownership of outcomes. Comfortable holding team members accountable while providing constructive feedback.
Ability to manage through change and adapt to evolving business needs in a fast-paced environment. Excellent time management and prioritization skills.

Responsibilities

Manage department resources effectively and within budgetary constraints, focusing on cost reduction without compromising service quality.
Identify opportunities to reduce costs without compromising customer satisfaction. Propose cost-effective solutions such as process automation or resource allocation adjustments.
Forecast staffing and resource needs based on anticipated customer demand, seasonal variations, and business growth.
Ensure team members consistently meet or exceed customer expectations for responsiveness, quality of service, and issue resolution. Aim for high Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) ratings.
Handle the most complex customer complaints and escalate issues as needed. Ensure timely resolution and follow-up to maintain customer loyalty.
Collect and analyze customer feedback to identify opportunities for improvement in both support processes and product offerings.
Develop and implement strategies to keep customers informed about the status of their support cases, changes, and improvements.
Continuously evaluate and refine support workflows, tools, and systems to improve service quality, speed, and consistency. Drive initiatives for reducing response times, improving first-call resolution, and optimizing issue resolution paths.
Monitor key performance indicators (KPIs) like case resolution time, customer satisfaction scores, and service levels. Take corrective action when performance falls below established targets.
Ensure the team effectively utilizes ServiceNow to track and resolve customer issues efficiently.
Implement and oversee quality control measures, such as regular audits of case tickets and customer interactions, to ensure adherence to company standards and best practices.
Lead, coach, and motivate the customer support team. Promote a culture of teamwork, accountability, and continuous improvement.
Provide ongoing training and development opportunities to build expertise in customer support practices, product knowledge, and soft skills such as communication and conflict resolution.
Regularly evaluate team members' performance, provide constructive feedback, set performance goals, and conduct performance reviews.
Work closely with other departments (e.g., Product, Sales, Engineering) to ensure seamless communication and collaboration in addressing customer issues or feedback.