Customer Service Supervisor

ZipRecruiter; England; On-site; GBP 30,000 - 45,000; Full time

Job summary

A fast-growing health and wellness platform seeks a Customer Service Supervisor to enhance customer support and operational efficiency. The role involves leading a team, resolving escalated issues, and collaborating with suppliers to improve customer satisfaction. With opportunities for growth in a dynamic startup environment, this position is ideal for someone passionate about customer service.

Benefits

Competitive salary

Growth opportunities

Dynamic team environment

Qualifications

• Proven experience in customer service supervision, preferably in e-commerce or health tech.
• Proficiency in using Zendesk or similar ticketing systems.
• Experience managing public-facing review platforms.

Responsibilities

• Lead customer support function and resolve escalated complaints efficiently.
• Monitor service operations and improve workflows.
• Liaise with suppliers to ensure quality service.

Skills

Customer service supervision

Analytical skills

Interpersonal skills

Problem-solving capabilities

Tools

Zendesk

Trustpilot

Job description

Job Description

Company: Welzo

Department: Customer Experience

About Welzo:

Welzo is a fast-growing health and wellness platform dedicated to providing accessible, affordable healthcare services. We believe in empowering individuals to take control of their health journey through innovative technology and exceptional service.

Position Overview:

We are looking for a proactive and experienced Customer Service Supervisor to lead and elevate our customer support function. This role requires a strong leader with a passion for customer satisfaction, operational efficiency, and stakeholder collaboration.

Key Responsibilities:

• Customer Experience & Support:
• Review and resolve escalated customer complaints with empathy and efficiency.
• Engage directly with customers to ensure high-quality service and support.
• Oversee and improve response quality on platforms like Trustpilot and other review sites.
• Use Zendesk to manage tickets, improve workflows, and generate performance insights.
• Operational Excellence:
• Identify and streamline customer service workflows to enhance efficiency.
• Monitor and address bottlenecks in service operations and support queues.
• Set and maintain KPIs for team performance and service quality.
• Supplier Communication & Onboarding:
• Liaise with suppliers to resolve service issues and ensure seamless collaboration.
• Oversee the onboarding of new suppliers, ensuring they meet service standards.
• Work closely with procurement and operations to align supplier performance with customer expectations.
• Continuous Improvement:
• Analyze trends in feedback and reviews to drive service improvements.
• Collaborate with internal teams to develop initiatives that enhance the end-to-end customer journey.
• Lead training and development efforts for the customer support team.

Requirements:

• Proven experience in customer service supervision or team leadership, preferably in e-commerce, health tech, or consumer services.
• Proficiency in using Zendesk or other ticketing systems.
• Experience managing public-facing review platforms like Trustpilot.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving capabilities.
• Ability to work cross-functionally with suppliers and internal stakeholders.
• Familiarity with customer satisfaction metrics and tools.

What We Offer:

• Competitive salary
• Growth opportunities within a fast-paced startup
• A dynamic and supportive team environment