Remote-First Global Support Supervisor — Lead & Elevate

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

Job summary

The United States Digital Space LLC is seeking a Customer Support Supervisor to lead a global CX team delivering support via phone, chat, and email. Based in Manila, you will own team performance against key metrics, partnering with Workforce Management, Quality, and Training to continuously raise the bar and ensure 24/7 coverage.

You will coach agents, analyze data from Looker and Salesforce, and drive initiatives to improve CSAT, FCR, and efficiency across channels.

Qualifications

• 6+ years in customer support, financial services, or technology operations with 3+ years managing frontline teams.
• Proven KPI improvement with clear, measurable results.
• Experience with Salesforce Service Cloud, QA tools, and Looker for data-informed decisions.
• Willingness to work weekends and non-standard hours for 24/7 operations from Manila.

Responsibilities

• Own end-to-end team performance across SLAs, productivity, quality scores, and first contact resolution targets.
• Lead coaching and development for support agents using data from analytics tools.
• Partner with Program, Quality, Training, and Workforce Management to streamline workflows and scheduling.
• Drive initiatives to improve customer experience metrics and reduce friction across channels.
• Execute performance management processes including documentation, corrective action, and compliance.

Skills

Team leadership

Operational analytics

Customer support

Shift flexibility

AI-assisted workflows

Tools

Salesforce Service Cloud

Looker

QA tools

BI dashboards

Job description

The United States Digital Space LLC is seeking a Customer Support Supervisor to lead a global CX team delivering support via phone, chat, and email. Based in Manila, you will own team performance against key metrics, partnering with Workforce Management, Quality, and Training to continuously raise the bar and ensure 24/7 coverage.

You will coach agents, analyze data from Looker and Salesforce, and drive initiatives to improve CSAT, FCR, and efficiency across channels.