Customer Service Supervisor

Starlight Business Consulting Services, Inc.; Philippines; On-site; PHP 500,000 - 800,000; Full time

Job summary

Starlight Business Consulting Services, Inc. in the Philippines seeks an experienced Customer Service Supervisor to lead our service team and drive excellence in customer interactions.

You will oversee daily operations, guide training, monitor KPIs, and collaborate with global teams to enhance customer experience and performance reporting.

Ideal candidates will have strong leadership, fluent English, and a track record of motivating teams to meet targets and deliver high-quality support.

Qualifications

• Proven experience leading a customer service or call center team.
• Fluent in spoken and written English.
• Strong leadership and coaching abilities.

Responsibilities

• Lead the customer service team to meet KPIs (response time, resolution rate, customer satisfaction).
• Manage scheduling, performance reviews, and daily operations.
• Communicate with global teams to optimize customer experience.
• Track and analyze performance metrics; prepare regular reports for management.
• Provide ongoing training to team members to maintain high service standards.
• Collaborate with other departments to address customer needs and process improvements.

Skills

Leadership

Customer service management

Communication

Problem-solving

Training & coaching

Scheduling & operations

KPI tracking

Performance management

Education

Bachelor's degree preferred

Job description

We are seeking an experienced and motivatedCustomer Service Supervisorto lead our customer service team. The ideal candidate will oversee daily operations, ensure customer satisfaction, and provide guidance and training to team members. This role requires strong leadership, communication, and problem-solving skills.

• Lead the customer service team to achieve KPIs (response time, resolution rate, customer satisfaction, etc.).
• Manage scheduling, performance reviews, and daily operations.
• Communicate with global teams to optimize customer experience.
• Track and analyze performance metrics, preparing regular reports for management.
• Provide ongoing training to team members to maintain high standards of service.
• Collaborate with other departments to address customer needs and process improvements.

• Experience in call center, BPO, or online service team management.
• Fluent in spoken and written English.
• Technical product support experience preferred.
• Strong interpersonal and communication skills (both written and verbal).
• Proven ability to lead, motivate, and manage a team effectively.
• Excellent problem-solving and decision-making skills.