Customer Support Supervisor

4 weeks ago

Lucknow, Uttar Pradesh, India Ullu Full time

Job Summary:

We are seeking a proactive and results-driven Supervisor – Customer Support Team to lead and manage our customer support operations for our OTT platform.

The ideal candidate will oversee a team of customer support agents, ensure high-quality customer interactions, and optimize support processes to enhance user satisfaction and retention.

Position: Customer Support Supervisor

Job Type: Full Time

Location: On-Site

Experience Level: Candidates with prior experience preferred

Job Description:

The Supervisor – Customer Support Team will supervise and mentor a team of customer support agents, including remote night shift agents.

The role involves monitoring team performance through key performance indicators (KPIs) such as response time and resolution rate.

Regular training and coaching sessions will be conducted to enhance team efficiency.

The successful candidate will ensure adherence to support service level agreements (SLAs) and quality standards.

Escalated customer issues related to subscriptions, payments, streaming issues, and app functionality will be managed and resolved.

Support workflows will be implemented and refined to improve resolution times and user experience.

Collaboration with the product, tech, and content teams will involve relaying user feedback and addressing recurring issues.

Customer interactions will be handled professionally across email, chat, social media, and calls.

Analysis of support trends will provide insights to improve customer engagement and retention.

Strategies will be developed to reduce churn and enhance user satisfaction.

Regular reports on customer support performance and areas for improvement will be generated.

The successful candidate will stay updated on industry best practices and implement new tools/technologies to enhance support operations.

Qualifications & Skills:

At least 1-2 years in a supervisory role is required.

Experience in OTT platforms, digital media, or subscription-based services is preferred.

Strong leadership and people management skills are essential.

Excellent problem-solving and conflict-resolution abilities are required.

Proficiency in customer support tools like Zendesk, Fresh desk, Intercom, or similar is necessary.

Strong communication skills (both written and verbal) are required.

Ability to work under pressure and manage multiple priorities effectively is essential.

Flexibility to manage a 24/7 support team, including night shift agents, is required.

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