Customer Support Supervisor, Clerk Ops & Team Growth

Lever, Inc.; Taguig; On-site; PHP 420,000 - 640,000; Full time

Benefits offered by this job

Health insurance (employee + family)

20 days vacation

Co-working/Travel perk

Professional development perk

Catered lunch

Home office equipment & wellness perks

Job summary

PayJoy in Manila is seeking a Clerk Support Supervisor to ensure effective support to customers and resolve queries through the support team, while analyzing feedback to improve service quality. You will monitor daily clerk support operations, coach staff, document policies, track performance, and coordinate with Legal & Compliance to handle claims and complaints.

This role requires 2 years in customer service leadership, familiarity with Zendesk, Excel, Google Sheets, and Power BI, and a

Qualifications

• 2 years' experience managing customer service or support teams, preferably in the sales or financial sector.
• Solid knowledge of customer experience KPIs and consumer protection codes.
• Experience with Zendesk CRM, Excel, Google Sheets, and Power BI.
• Ability to lead a team and maintain customer satisfaction under pressure.

Responsibilities

• Strategizing and monitoring daily activities of clerk support operations, assisting where required.
• Overseeing and assessing clerk support staff activities, and providing regular performance feedback.
• Train staff in clerk support areas and company policies.
• Investigating and resolving clerk support complaints.
• Developing and implementing support policies, maintaining documentation for clerk support activities.
• Generate reports on team performance and analyze data to identify trends and opportunities.
• Coordinate with Legal & Compliance for correct execution of claims and complaints from end customers.

Skills

Team leadership

Customer experience

Problem solving

KPI knowledge

CRM software (Zendesk)

Excel

Google Sheets

Power BI

Education

College degree in Business Administration or related field

Tools

Zendesk

Excel

Google Sheets

Power BI

Job description

PayJoy in Manila is seeking a Clerk Support Supervisor to ensure effective support to customers and resolve queries through the support team, while analyzing feedback to improve service quality. You will monitor daily clerk support operations, coach staff, document policies, track performance, and coordinate with Legal & Compliance to handle claims and complaints.

This role requires 2 years in customer service leadership, familiarity with Zendesk, Excel, Google Sheets, and Power BI, and a