Customer Support Supervisor Job Description

Customer Support Supervisor Job Description

154 votes for Customer Support Supervisor
Customer support supervisor provides technical support for servers, including database, e-mail, printers, computers, laptops and tablets and their associated hardware, operating systems, applications and software.

Customer Support Supervisor Duties & Responsibilities

To write an effective customer support supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included customer support supervisor job description templates that you can modify and use.

Sample responsibilities for this position include:

Responsible for staff attendance tracking
Supervise the day-to-day activities of 10-15 direct reports within the Customer Service Center
Work closely with other departments (eg
Ensuring that the Content Management process is followed and that Problems and Changes are actively scoped and delivered in scheduled software releases
Ensure Application Support environments are available and upgraded as required to ensure full support can be provided for all Products within the offering (if applicable to your Offering)
Ensure the Application Support team have appropriate remote access to On Premise Trust and CSC Hosted infrastructure to provide contracted levels of application support
Act as one of the system administrators for the C3 User Portal for the Products within the Offering
Provides guidance and/or assistance to CAE Helpdesk team in resolution of difficult questions, problems and requests
Conducts real-time phone monitoring and coaching to billing CAEs in order to maintain required service levels
Facilitate, monitor and evaluate everyday tasks for the Customer Business Support team

Customer Support Supervisor Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Support Supervisor

List any licenses or certifications required by the position: ITIL, B2B, MCTS, V3, PE, CPP, LEAN, CLIA

Education for Customer Support Supervisor

Typically a job would require a certain level of education.

Employers hiring for the customer support supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Business, Education, Performance, Technical, Leadership, Communication, Management, Business/Management, Military, Supervision

Skills for Customer Support Supervisor

Desired skills for customer support supervisor include:

Business policies and human resource practices
Laptops and common windows applications
Foreign language
USC Student Hiring processes
Online forums is a bonus

Desired experience for customer support supervisor includes:

Problem solving, decision making, organizing, and planning ability
Always put customer needs first
Master’s degree in Computer Sciences, Information Technology or equivalent
Minimum 5 years of experience in software development, testing, implementing or customer support at least 2 years on formal or informal team lead position
Excellent written and verbal communications skills, clear and concise communication manners, serves as the leader conduit between internal and external teams
Proactivity in developing solutions, driving continuous quality and technology improvements

Customer Support Supervisor Examples


Customer Support Supervisor Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer support supervisor. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer support supervisor
  • Coordinate procedural updates, identify opportunities and make recommendations for processes’ enhancements
  • Execute operational project and coordination of activities
  • Manage order entry processes
  • Compiles pertinent statistics
  • Completes special assignments and daily support
  • Escalates and communicate problems to the appropriate IS staff
  • Keeps upper management informed of serious issues and the progress being made to resolve
  • Tracks urgent tickets to wherever assigned to track resolution progress
  • Researches and resolves Customer Support Center Tickets Gathers all necessary information via on-line request form, telephone calls, facsimile, e-mail or in person
  • Develop and maintain service schedule
Qualifications for customer support supervisor
  • Two year or Associates Degree required
  • Working knowledge of support methods and practices, problem resolution and escalation protocol
  • General familiarity with a variety of clinical, financial and PC applications such as Microsoft products, Lawson, SharePoint, printing and network issues
  • Basic knowledge of IS standards and quality management methods
  • Creates and updates user documents to outline procedures and standards within applications
  • Knowledge of OpenLink interfaces, Network monitoring and Help Desk ticketing software in a large, multi-facility environment

Customer Support Supervisor Job Description

Job Description Example
Our company is looking for a customer support supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer support supervisor
  • Ensure adherence to all policies and procedures, service level agreements with the supported franchises and the compliance of transactions processed for accurate reporting in accordance policies and procedures, SOX, SOD controls Corporate Audit guidelines
  • Respond to and resolve employee relations issues expressed by team members
  • Monitoring and managing team member key metrics performance including skills, job knowledge, and attendance
  • Conduct performance evaluations for each employee
  • Responsible for communicating new information and any updates to all Customer Experience team members
  • Work closely with Shift Leads and continuously improving the performance of the team
  • Supporting the CE Management and coordinate with internal teams to achieve business goals
  • Navigate team through changing business environment
  • At least 3 years of supervisory experience in a call centre environment
  • Good team player with good written and verbal communication skills
Qualifications for customer support supervisor
  • Work closely with other verticals (eg
  • 3-5 years supervisory experience in a customer-centric environment in the services industry
  • Able to handle & manage a large group of people
  • 2 to 3 years supervisory / managerial experience in a call center environment in service industry
  • Experience with day to day operations in Customer Service and Marketing is required, day-to-day supervision of Customer Service Representatives
  • Knowledge of customer service techniques, workflow management and continuous process improvement

Customer Support Supervisor Job Description

Job Description Example
Our company is growing rapidly and is looking for a customer support supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer support supervisor
  • Supervise team ensuring appropriate coverage is met and accessible to provide direction to the team coordinate teams recurrent tasks / projects
  • Manage, motivate and develops a team by leading by example and with innovative recognition techniques to ensure individual and team performance expectations are met
  • Set, monitor and frequently review team goals and metrics
  • Meet regularly with team members to review their metrics, provide feedback and address their concerns
  • Ensure team provides operational excellence, creates raving fans and inspire a culture of exceptional (customer) service
  • Develop, implement, execute and monitor initiatives to enhance, fix, and provide improvements and documentation to minimize program challenges
  • Being the system specialist, recognize potential system defects and escalate internally when appropriate
  • Handle support escalations with customers and merchants and provide resolution
  • Conduct occasional on-site visits with customers and merchants to discuss status, program challenges and facilitate action plans to resolution
  • This representative will have the ability and authorization to handle last minute, complicated and/or unique issues when other attempts to address a situation are unsuccessful
Qualifications for customer support supervisor
  • Must be decisive and take initiative in problem solving
  • 3 to 5 years experience in a fast-paced, external-facing customer service environment
  • 1 to 3 years direct management experience
  • Proficiency in MS Office application required
  • Coordinate yearly (Merchant) Commission / Bonus calculations
  • Assist with Implementations/Projects by executing user acceptance tests

Customer Support Supervisor Job Description

Job Description Example
Our growing company is looking for a customer support supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer support supervisor
  • Responsible for approx
  • Communicate effectively, demonstrate the ability to cascade messaging in a clear, concise and timely manner
  • Understand nuances of performance management and execute sound business judgment
  • Supervises, guides, leads the Philippine/Singapore Customer Service group in the execution of back office and customer service support functions including planning, coordination and oversight of the work team’s activities which provide support to Philippines (Ph) and Singapore (SG) International Products’ customers and business partners
  • Develops/deploys objectives for the business plan including project initiatives and metrics
  • Coordinates with the Quality Assurance and Trainer to ensure consistent and effective management of the team
  • Manages issues affecting the systems infrastructure in the different programs, software and hardware that is used by the team
  • Builds and maintains a skilled, committed and high-performing work team and facilitates self-directed sub-teams as appropriate
  • Provides expert process stewardship for all areas of PH/SG Customer Service Center concerns
  • Champion for Lean Sigma projects and responsible for developing /shaping the Lean Sigma process improvement methodology culture
Qualifications for customer support supervisor
  • 2 years college or specialized training preferred
  • Educational level (MBO+/HBO) with focus on IT, Logistics and / or Service
  • Fluent in Dutch and English, both written and verbally
  • Other languages would be very welcome
  • Experience within data management, preferably within banking and/or logistics
  • Firm understanding of HVAC controls and electronics plus electromagnetic theory

Customer Support Supervisor Job Description

Job Description Example
Our innovative and growing company is looking for a customer support supervisor. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for customer support supervisor
  • Serves as a primary resource and subject matter expert in order to assist staff with technical, service, and procedural inquiries
  • Maintains a detailed and up-to-date knowledge of company workflow processes and escalation paths
  • Documents staff performance issues and improvement requirements
  • Administers disciplinary action consistent with established policy
  • Responsible for attending weekly meetings as necessary
  • Organise and co-ordinate the day-to-day business within the Lübeck and Munich CS teams, incl
  • Complete data entry for all incoming customer orders, communicate back to the customer and quote each part number not previously manufactured. 
  • Prepare items daily for shipping and maintain reports in ERP System
  • Track the daily incoming units and outgoing items
  • Interface with customers when required for ship dates
Qualifications for customer support supervisor
  • Work together with management and other business functions to implement CE programs and gain insights into improvement opportunities for CE
  • English writing/verbal
  • Excellent communication skills with the ability to adapt style according to demands of the audience
  • Bachelor's Degree in Marketing/Business/Accounting or related field
  • Minimum 3 years’ experience in marketing, sales and/or support
  • Open to working in various shifts/operating hours as required by the business

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