Customer Service Team Supervisor at Globale UK Limited

Bucharest, , Romania -

Full Time

Start Date

Immediate

Expiry Date

25 Jul, 26

Salary

0.0

Posted On

26 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Mentoring, Performance Management, Conflict Resolution, Communication Skills, Multitasking, Time Management, Problem Solving, Data Analysis, Training, Onboarding, Process Improvement, Analytical Skills, Coaching

Industry

technology;Information and Internet

Description

As a Customer Service Team Supervisor, you’ll work closely with the Team Lead to support day-to-day operations and help keep the team running smoothly. This is a hands-on role for someone who is ready to take ownership of team workflows, assist with agent development, and act as a first point of escalation in a customer service call center, all while maintaining a high standard of customer service across every interaction. What You’ll Do: Support the team in delivering high-quality written responses to both merchants and end customers, helping maintain consistency, tone, and quality across all interactions. Assist the Team Lead in monitoring performance targets and help motivate the team to meet them through day-to-day coaching and guidance. Serve as the first point of escalation for complex or sensitive issues, resolving what you can independently and escalating to the Team Lead when needed. Surface agent feedback, recurring issues, and improvement ideas to the Team Lead to help inform process improvements and a better customer experience. Assist with onboarding new agents and support the Team Lead in executing the team’s training and development plan at all stages of the agent journey. Track individual and team performance metrics and report findings to the Team Lead, helping to keep the team informed of goals and expectations. Requirements 3+ years of experience in customer service, or support roles, including at least 1 year in a senior, mentoring, or a leading role. Fluent English – written and spoken. Excellent communication skills – clear, kind, and concise. Strong multitasking and time management capabilities. A proactive mindset with strong problem-solving skills and a customer-first approach. A collaborative, team-oriented attitude and eagerness to grow. Strong analytical skills with the ability to identify trends and act on data.

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Responsibilities

The supervisor will support daily operations, assist with agent development, and act as the first point of escalation for complex customer issues. They are also responsible for monitoring performance metrics, providing coaching, and facilitating team training.