Supervisor, Customer Support

Kore Wireless Group; Mission (KS); On-site; USD 55,000 - 75,000; Full time

Job summary

Kore Wireless Group in Kansas is seeking a Customer Support Supervisor responsible for managing a team of representatives to deliver exceptional service. This role emphasizes leadership, operational efficiency, and process optimization, aligning support functions with business goals.

The ideal candidate will have a Bachelor's degree and extensive experience in customer support, along with strong analytical and communication skills. Join us to make an impact in a fast-paced, technology-driven environment.

Qualifications

• 3+ years of experience in customer support, with 1 year in a leadership role.
• Strong communication and interpersonal skills.
• Analytical mindset for data interpretation.

Responsibilities

• Manage customer support team effectively and meet budget constraints.
• Optimize customer feedback and support processes.
• Monitor KPIs and implement quality control measures.

Skills

Customer needs understanding

Analytical skills

Leadership and coaching

Decision-making skills

Adaptability to change

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM systems

Customer support software

Ticketing systems

Job description

The Customer Support Supervisor is responsible for managing a team of customer support representatives in a fast-paced, technology-driven environment. The role requires a results-oriented leader who is committed to delivering exceptional customer service, driving operational efficiency, and supporting team members to reach their full potential. This role combines leadership, customer experience management, process optimization, and financial oversight to ensure that customer support functions are aligned with business goals.

Core Accountabilities

• Manage department resources effectively and within budgetary constraints, focusing on cost reduction without compromising service quality.
• Identify opportunities to reduce costs without compromising customer satisfaction. Propose cost-effective solutions such as process automation or resource allocation adjustments.
• Forecast staffing and resource needs based on anticipated customer demand, seasonal variations, and business growth.

Customer

• Ensure team members consistently meet or exceed customer expectations for responsiveness, quality of service, and issue resolution. Aim for high Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) ratings.
• Handle the most complex customer complaints and elevate issues as needed. Ensure timely resolution and follow-up to maintain customer loyalty.
• Collect and analyze customer feedback to identify opportunities for improvement in both support processes and product offerings.
• Develop and implement strategies to keep customers informed about the status of their support cases, changes, and improvements.

Business Process

• Continuously evaluate and refine support workflows, tools, and systems to improve service quality, speed, and consistency. Drive initiatives for reducing response times, improving first-call resolution, and optimizing issue resolution paths.
• Monitor key performance indicators (KPIs) like case resolution time, customer satisfaction scores, and service levels. Take corrective action when performance falls below established targets.
• Ensure the team effectively utilizes ServiceNow to track and resolve customer issues efficiently.
• Implement and oversee quality control measures, such as regular audits of case tickets and customer interactions, to ensure adherence to company standards and best practices.

Learning and Development

• Lead, coach, and motivate the customer support team. Promote a culture of teamwork, accountability, and continuous improvement.
• Provide ongoing training and development opportunities to build expertise in customer support practices, product knowledge, and soft skills such as communication and conflict resolution.
• Regularly evaluate team members' performance, provide constructive feedback, set performance goals, and conduct performance reviews.
• Work closely with other departments (e.g., Product, Sales, Engineering) to ensure seamless communication and collaboration in addressing customer issues or feedback.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Engineering, or a related field (preferred).
• 3+ years of experience in customer support, with at least 1 year in a leadership or supervisory role.
• Familiarity with CRM systems, customer support software, and ticketing systems.
• Excellent communication, coaching, and interpersonal skills.
• Analytical mindset with the ability to interpret data and make informed decisions.

Skills / Competencies

• Strong focus on understanding and meeting customer needs. Ability to lead a team that places customer satisfaction as a top priority.
• Strong analytical skills with the ability to resolve complex customer issues quickly and effectively.
• Ability to inspire and lead a team, fostering a collaborative, results-driven culture. Skilled in coaching, mentoring, and developing talent.
• Strong decision-making skills and the ability to take ownership of outcomes. Comfortable holding team members accountable while providing constructive feedback.
• Ability to manage through change and adapt to evolving business needs in a fast-paced environment. Excellent time management and prioritization skills.

KORE Wireless Group, Inc., is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. KORE is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KORE are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identify and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KORE will not tolerate discrimination or harassment based on any of these characteristics.