The Tier 1 Supervisor is responsible for ensuring service excellence, supporting agents in real time, and maintaining performance standards across the team. This role combines operational execution with team leadership and coaching.
Responsibilities
Customer Support & Operations
● Handle customer inquiries via email and phone in English
● Process refunds and customer account adjustments
● Ensure tickets and tasks are completed accurately and on time ● Maintain service levels and response time standards
Team Leadership
● Answer agent questions and provide real-time support
● Handle escalations from agents professionally and efficiently ● Monitor agent performance and productivity metrics
● Conduct regular 1-on-1 coaching sessions
● Identify performance gaps and implement improvement plans ● Ensure all assigned tasks are current and up to date
Requirements
● Advanced English proficiency (C1+ required)
● 2+ years of customer service or BPO experience
● Prior experience mentoring, coaching, or leading agents preferred ● Strong conflict resolution and escalation management skills
● Highly organized with strong attention to detail
● Reliable high-speed internet connection
● Dedicated remote workspace
● Availability for a fixed, non-rotating schedule