Regional Customer Service Supervisor - Remote

Overview

Regional Customer Service Supervisor oversees daily customer service operations across multiple regions. Reporting to the Head of Customer Service, the role ensures service quality, compliance, and performance by managing the online reception and customer service teams.

In Short

• Manage and oversee daily customer service operations across regions.
• Ensure customer service teams adhere to company policies, SOPs, and guest service protocols.
• Monitor complaint handling procedures, guest experience, and service compliance.
• Identify operational gaps and inefficiencies and recommend improvements.
• Ensure roster management is optimized for 24/7 service coverage.
• Track and review guest service KPIs with Country-specific CS Supervisors.
• Conduct regular quality audits and report findings.
• Oversee the handling of guest reviews and assist in resolving escalated concerns.
• Coach and support Country-Specific CS Supervisors.
• Collaborate with Operations, Revenue, and Marketing teams.

Requirements

• Experience in customer service management.
• Strong understanding of performance metrics and quality assurance.
• Excellent communication and problem-solving skills.
• Ability to work collaboratively across functions.
• Experience in training and coaching teams.

Benefits

• Opportunity to lead a dynamic team.
• Engagement in cross-functional projects.
• Professional development and training opportunities.