Global 24/7 Support Supervisor — Drive CX & KPIs

United States Digital Space LLC; United States; Hybrid; USD 23,000 - 28,000; Full time

Job summary

United States Digital Space LLC is seeking a Customer Support Supervisor to lead a global support team delivering service across phone, chat, and email. The role requires managing performance against key metrics and coordinating with Quality, Training, and Workforce Management to raise service levels.

You will drive coaching, optimize scheduling, and ensure 24/7 coverage from the Manila office. The position emphasizes responsible AI use and continuous workflow improvements for cost and quality.

Qualifications

• 6+ years in customer support/financial services/tech operations with 3+ years leading frontline teams in a metrics-driven environment.
• Proven track record of improving team KPIs (CSAT, FCR, AHT) with measurable results.
• Experience with Salesforce Service Cloud, QA tools, and BI dashboards (Looker).
• Willingness to work weekends and non-standard hours to support 24/7 crypto operations from Manila.

Responsibilities

• Own end-to-end team performance across SLAs, productivity, quality, and first contact resolutions.
• Coach and develop a team of agents using data to identify gaps and drive improvements.
• Partner with Program, Quality, Training, and Workforce Management to streamline workflows and scheduling.
• Drive initiatives to improve customer experience and reduce friction across channels.
• Handle performance management processes including documentation and corrective actions.

Skills

Team leadership

KPIs & metrics

Support operations tools

Shift flexibility

AI-assisted workflows

Tools

Salesforce Service Cloud

Looker

QA tools

BI dashboards

Job description

United States Digital Space LLC is seeking a Customer Support Supervisor to lead a global support team delivering service across phone, chat, and email. The role requires managing performance against key metrics and coordinating with Quality, Training, and Workforce Management to raise service levels.

You will drive coaching, optimize scheduling, and ensure 24/7 coverage from the Manila office. The position emphasizes responsible AI use and continuous workflow improvements for cost and quality.