Flexible working hours with 5 working days & 2 days off per week (Willing to work on rotating shifts including weekends and public holidays).
Purpose of the Job:
The Customer Support Supervisor oversees daily operations, monitors and tracks key performance indicators (KPIs) and quality metrics, coordinates scheduling, and collaborates with corporate teams to define service standards.
Key Responsibilities:
- Oversee and monitor the daily activities of customer support agents, providing them with regular performance-related feedback and supporting them when required
- Assess agents performance using metrics and qualitative feedback, such as end-of-year performance reviews and probation evaluations
- Supervise and train team members on best practices, operational procedures, and service excellence standards
- Create and manage team member's work rosters to ensure optimal coverage and adherence to operational needs and monitor attendance to maintain productivity
- Share feature requests and effective workarounds with team members while keeping them updated on new features and functionalities
- Update our internal databases with details on technical issues and helpful discussions with customers
- Analyze and report product issues by testing various use cases, identifying problems, and working with relevant teams to resolve issues
- Monitor customer complaints on every platform and reach out to provide assistance
- Gather customer feedback and coordinate with other teams such as product, marketing, or related teams to resolve customer issues and recommend service or platform improvements
- Analyze and compile accurate reports and share it with the assistant customer support manager
Required Qualifications:
- Bachelor's degree in any field.
- Minimum of 3+ years of experience in an operations or customer support position and 1 year as a team leader.
- Have product knowledge in detail and know customer support procedures.
- Customer-centric mindset, focusing on providing a positive customer experience.
- Strong verbal and written communication skills in both Thai and English.
- Demonstrated experience in leading and managing teams, with the ability to train and develop team members.
- Strong conflict resolution skills, and the ability to multi-task, prioritize, and perform effectively under pressure with great attention to detail.
- Experience in cryptocurrency, online payments, banking, exchanges, or any of these is preferred.
To ensure professional integrity and compliance with regulatory requirements, all selected candidates are responsible for providing documentation for a comprehensive background check. Depending on the role, this may include:
- Criminal Record Disclosure
- Credit Bureau Report
- Professional Due Diligence & Employment Verification
These checks are conducted after the interview stage and prior to your start date to verify qualifications and suitability for employment. The company shall review all findings fairly and in accordance with applicable laws. Should any information in your report lead to a potential adverse employment decision, the company shall follow the necessary processes before a final determination is made.
