Global Customer Support Supervisor - AI & Training Leader

WD; Irvine (CA); On-site; USD 61,200 - 81,600; Full time

Benefits offered by this job

Health/dental/vision insurance

Paid time off

Retirement plans

Job summary

WD is seeking a Customer Service Supervisor in Irvine, CA to enhance customer satisfaction and manage global service center operations. This role focuses on integrating AI and analytics for improved efficiency across multiple languages and channels.

As a leader in customer support, you will oversee call center operations, vendor partnerships, compliance standards, and training programs, contributing to the overall effectiveness of our global customer support strategy.

Qualifications

• Progressive experience managing customer service operations in multilingual environments.
• Proven track record running training programs across teams and vendors.
• Experience in consumer electronics preferred.

Responsibilities

• Manage daily call center operations and ensure consistent SLAs.
• Design and deliver training for customer service agents.
• Partner with vendors to improve quality and customer satisfaction.
• Conduct quality audits across channels.
• Support escalations for customer engagement.

Skills

Communication skills

Organizational excellence

AI familiarity

Training program management

Vendor management

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Zendesk

CRM platforms

MS Office/Office 365

Job description

WD is seeking a Customer Service Supervisor in Irvine, CA to enhance customer satisfaction and manage global service center operations. This role focuses on integrating AI and analytics for improved efficiency across multiple languages and channels.

As a leader in customer support, you will oversee call center operations, vendor partnerships, compliance standards, and training programs, contributing to the overall effectiveness of our global customer support strategy.