Customer Support Team Lead - CSAT & Delivery Excellence

Terafina Software Solutions Private Limited; Cebu City; Sur place; PHP 4 411 000 - 6 301 000; Plein temps

Résumé du poste

NCR Voyix Corporation in Belgrade, SRB, seeks a Supervisor – Customer Support to lead Level 1 and Level 2 teams, ensuring consistent, high-quality outcomes across all supported services.

This role combines people leadership with operational execution, driving CSAT, SLA adherence, and proactive incident management while coordinating with Level 3 and engineering to resolve escalations and improve service delivery.

Qualifications

• Bachelor’s degree or equivalent experience is required.
• 3–6 years in technical support or service delivery.
• Experience leading a team in a high-volume environment.
• Strong ITSM knowledge and customer-focused mindset.
• Excellent communication and stakeholder management skills.

Responsabilités

• Lead Level 1/2 teams to ensure high-quality customer outcomes.
• Ensure SLAs and OLAs are met and coordinate with Level 3 and Engineering.
• Drive continuous improvement and incident management effectiveness.
• Collaborate across teams to resolve escalations and improve service delivery.
• Mentor and develop team members for career progression.

Connaissances

Team leadership

Customer-focused

Communication skills

Analytical thinking

Stakeholder management

Formation

Bachelor’s Degree or equivalent experience

Outils

ServiceNow

Description du poste

NCR Voyix Corporation in Belgrade, SRB, seeks a Supervisor – Customer Support to lead Level 1 and Level 2 teams, ensuring consistent, high-quality outcomes across all supported services.

This role combines people leadership with operational execution, driving CSAT, SLA adherence, and proactive incident management while coordinating with Level 3 and engineering to resolve escalations and improve service delivery.