Customer Support Supervisor at NeoWork

Customer Support Supervisor

Location: Remote Remote PH

Job Description:

NeoWork is currently seeking an experienced and motivated Customer Support Supervisor (Chat/Phone) to join our team. As a Customer Support Supervisor, you will be responsible for overseeing our customer support operations, managing a team of support representatives, and ensuring the delivery of exceptional customer service.

At NeoWork, we pride ourselves on providing top-notch support and assistance to our clients. As a Customer Support Supervisor, you will play a vital role in maintaining high customer satisfaction levels and driving continuous improvement in our support processes.

We are looking for an individual with strong leadership and communication skills, a proven track record in customer support, and experience in managing a team. The ideal candidate is a proactive problem-solver, with the ability to inspire and motivate team members to deliver excellent customer experiences.

Responsibilities

• Manage and oversee the day-to-day operations of the customer support team
• Supervise, train, and mentor support representatives to ensure high quality and consistent customer service
• Set performance goals and conduct regular performance evaluations
• Handle escalated customer inquiries and provide effective resolutions
• Collaborate with other departments to address customer needs and improve processes
• Analyze customer support data and identify trends and areas for improvement
• Implement and maintain customer support software and tools
• Stay updated on industry trends and best practices in customer support

Requirements

• 5+ years of experience in customer support, with at least 2 year in a supervisory role
• Proven track record in delivering exceptional customer service
• Excellent leadership and team management skills
• Strong communication and interpersonal skills
• Ability to analyze data and make data-driven decisions
• Experience with customer support software and tools
• Strong problem-solving and decision-making abilities
• Ability to work well under pressure and meet tight deadlines
• Owned computer or laptop and stable internet connectivity.
• Knowledgeable in Office 360, Google Apps, and client-facing communication.

Benefits

• We provide comprehensive training for all candidates, regardless of their background or previous experience as a VA.
• The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client’s needs.
• This is a 100% home-based position
• We prioritize the mental health of our team members and offer mental health days to support their well-being.
• In addition to the base salary, performance-based incentives are provided.
• There is an annual review and appraisal process in place.
• There are ample opportunities for professional growth and advancement within the company.