Job Title: Customer Service Supervisor
Location: Remote
Position Summary:
The Customer Service Supervisor will oversee the daily operations of the customer service team, ensuring prompt, professional, and efficient support for app users. You will be responsible for training, coaching, and motivating the team to exceed performance goals, while also handling escalated issues and driving process improvements to enhance the customer experience.
Key Responsibilities:
Supervise and lead the customer service team, ensuring smooth daily operations.
Monitor team performance against KPIs and service-level agreements (SLAs).
Provide coaching, feedback, and training to team members to enhance their skills.
Handle escalated customer issues and complaints, ensuring timely and satisfactory resolutions.
Develop and update customer service policies, workflows, and resources to improve efficiency.
Collaborate with other departments (e.g., product, development, or marketing) to address user feedback and enhance app performance.
Prepare and deliver performance reports to management.
Stay updated on app updates, new features, and industry trends to provide informed guidance.
Requirements:
Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
Proven experience in customer service, with at least 2 years in a supervisory or leadership role.
Strong leadership and team management skills.
Excellent verbal and written communication skills.
Proficient in using CRM tools, help desk software, and other customer support platforms.
Strong problem-solving and conflict-resolution abilities.
Ability to work in a fast-paced environment, adapt to change, and manage multiple priorities.
Preferred Qualifications (Not Required):
Experience in the app or tech industry.
Familiarity with customer feedback tools and analytics.
Passion for mobile apps and emerging technologies.
What We Offer:
Competitive salary and performance-based bonuses.
Comprehensive benefits package (health, dental, vision, etc.).
Paid time off, holidays, and a healthy work-life balance.
Opportunities for growth and professional development.
A dynamic and collaborative team environment.
Flexible working hours and remote work options (if applicable).
How to Apply:
Submit Resume to Contact@Elva.Live. Please write the position you are applying for in the title of the e-mail.