Customer Support Supervisor (E-commerce)

We’re looking for a Customer Support Supervisor who thrives on structure, speed, and scaling systems.
You’ll manage a team of 4 agents, bring full visibility into performance, and build backend processes that prevent chaos not just react to it.

Responsibilities:

Lead, coach, and hold accountable a remote team of 4 support agents

Set up and manage daily KPIs: response time, resolution speed, CSAT, backlog, ticket volume, etc.

Review agent performance and quality through random checks, QA scorecards, and shift summaries

Write and update internal SOPs, macros, and tagging structures

Handle escalated tickets and complex customer cases when needed

Report directly to the founder with weekly CS performance overviews

Requirements:

Experience leading a customer support team in a fast-growing e-commerce company

Proven ability to set up or optimize KPI systems

Strong process-driven mindset with a desire to optimize every part of the workflow

Ability to spot inefficiencies and address quality issues proactively

Excellent English communication skills (written and verbal)

Familiarity with tools like Freshdesk, Gorgias, or similar platforms

Strong attention to detail and ownership mentality

How to Apply:
Only candidates with proven Customer Support Supervisor experience will be considered.
Please apply through this form:
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