Global Customer Service Supervisor II - Lead Support

DSV Road GmbH; Sterling (VA); On-site; USD 86,000 - 105,000; Full time

Job summary

DSV – Global Transport and Logistics is seeking a Customer Service Supervisor II to coordinate and lead a team of service agents across customer support functions. The role emphasizes supervision, coaching, and adherence to client protocols to ensure high-quality service delivery.

The supervisor will monitor calls, handle escalations, and drive performance metrics while maintaining a safe and compliant work environment. Strong leadership and communication are essential.

Qualifications

• This is a supervisory position with emphasis on leadership and mentoring.
• Exceptional interpersonal and analytical skills are required.
• Generally 0-2 years of related supervisory experience preferred.

Responsibilities

• Supervise and develop customer service agents, specialists, and coordinators.
• Handle customer complaints and adhere to client protocol and SOPs.
• Monitor productivity and generate performance reports.
• Maintain staffing data and adjust based on demand and PBX data.
• Ensure safe working environment and compliance with policies.

Skills

Supervisory experience

Interpersonal skills

Analytical skills

Education

Bachelor’s degree or equivalent

Job description

DSV – Global Transport and Logistics is seeking a Customer Service Supervisor II to coordinate and lead a team of service agents across customer support functions. The role emphasizes supervision, coaching, and adherence to client protocols to ensure high-quality service delivery.

The supervisor will monitor calls, handle escalations, and drive performance metrics while maintaining a safe and compliant work environment. Strong leadership and communication are essential.