Job Title: Email Support Supervisor

Overview of the Role

We are seeking a highly motivated and experienced Email Support Supervisor to lead our customer support team in delivering exceptional service through email communication channels. As a mid-level professional, you will play a pivotal role in overseeing daily support operations, ensuring timely and accurate responses to customer inquiries, and maintaining high standards of customer satisfaction. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a deep understanding of customer support best practices. This role offers an exciting opportunity to contribute to a dynamic organization, enhance team performance, and drive continuous improvement in our email support services within the AE region.

Key Responsibilities

• Team Leadership and Management: Supervise and mentor a team of email support agents, providing guidance, training, and performance feedback to foster a high-performing support environment.
• Operational Oversight: Oversee daily email support operations, ensuring that customer inquiries are addressed promptly, accurately, and in accordance with company standards and policies.
• Quality Assurance: Monitor email interactions for quality assurance purposes, implementing improvements to enhance communication clarity, professionalism, and customer satisfaction.
• Process Optimization: Develop, implement, and refine support workflows and procedures to increase efficiency, reduce response times, and improve overall support quality.
• Customer Satisfaction and Issue Resolution: Escalate complex issues when necessary, and work collaboratively with other departments to resolve customer complaints and ensure positive outcomes.
• Reporting and Analytics: Generate regular reports on team performance metrics, customer feedback, and support trends to inform management decisions and strategic planning.
• Training and Development: Conduct ongoing training sessions to keep the team updated on product knowledge, support tools, and customer service best practices.
• Compliance and Documentation: Ensure all support activities comply with company policies, data protection regulations, and industry standards, maintaining accurate documentation of support interactions.