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A hybrid Customer Success role at Coda.
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Original listing text, shown exactly as published by the company.
An experienced and results-driven Customer Support Supervisor / Senior Supervisor to lead and oversee the performance of our customer support team. The ideal candidate will be responsible for ensuring high-quality service delivery, fostering a positive work environment, and driving team efficiency across multiple support channels, including email, web forms, Live Chat, social media, and instant messaging platforms.
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Oversee daily operations for a customer support team of 4 to 8 specialists, ensuring SLAs and quality standards are consistently met.
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Monitor and evaluate team performance through metrics, KPIs, and regular audits, providing constructive feedback and coaching to improve outcomes.
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Handle escalated customer inquiries or complaints, ensuring swift and satisfactory resolution.
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Develop schedules and manage resources to ensure adequate coverage across support channels.
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Collaborate with internal departments to resolve complex issues and enhance overall customer satisfaction.
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Lead team meetings, training sessions, and one-on-one coaching to keep the team informed and motivated.
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Identify opportunities for process improvements and implement strategies to optimize team performance and customer experience.
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Prepare reports on team performance, customer feedback, and operational challenges for management review.
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Foster a supportive and collaborative team environment that encourages growth and learning.
What you'll bring
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Proven experience in customer support, with at least 1 to 3 years in a supervisory or leadership role.
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Strong understanding of customer support metrics, tools, and best practices.
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Exceptional communication and interpersonal skills, with the ability to manage and inspire a diverse team.
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Proficiency in CRM and ticketing systems such as Zendesk, Freshdesk, or similar platforms.
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Problem-solving skills with the ability to make decisions in a fast-paced environment.
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Basic proficiency in English; multilingual abilities are a plus.
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Willingness to work flexible hours, including shifts, weekends, and holidays if required.
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Experience in e-commerce or digital services industries.
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Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries
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Knowledge of workforce management and scheduling tools.
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Ability to analyze data and derive actionable insights for team improvement.
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Demonstrated ability to handle escalations with a customer-centric approach.
Coda
Customer Success
25 open roles on Sydicom
Coda is an all-in-one platform that blends the flexibility of docs, structure of spreadsheets, power of applications, and intelligence of AI.
Source: company website
