Customer Service Senior Supervisor – Chat, Social Media & Call Center

3 Days ago • 5 Years +

Job Summary

Job Description

The Customer Service Senior Supervisor will lead and manage Chat, Social Media, and Call Center teams. Responsibilities include ensuring smooth operations, optimizing team performance, and maintaining high customer care standards. The supervisor will oversee shift schedules, agent training, performance evaluations, and handle escalated issues. The role requires strong leadership, critical thinking, and a deep understanding of digital customer engagement.
Must have:
  • 5 years of customer service experience.
  • Experience leading and developing teams.
  • Fluent in both Turkish and English.
  • Strong problem-solving and critical thinking skills.
  • Excellent communication skills at all levels.
  • Experience in performance management and coaching.
  • Ability to design campaign scripts.
Good to have:
  • Experience with CRM platforms (e.g., Zendesk).
  • Familiarity with workforce management tools.
  • Understanding of social media platforms.

Job Details

Job Overview:

We are seeking an experienced and dynamic Customer Service Supervisor to lead and manage our Chat, Social Media, and Call Center teams. The ideal candidate will have a proven track record in supervising multi-channel customer service operations and a passion for people management, process improvement, and delivering exceptional customer experiences.

This role demands strong leadership, critical thinking, and a deep understanding of digital customer engagement. The supervisor will be responsible for ensuring smooth day-to-day operations, optimizing team performance, and maintaining high standards of customer care across all platforms.

 

 

Key Responsibilities:

  • Lead and manage the performance of chat, social media, and call center teams.
  • Develop and implement effective shift schedules, manage working breaks, and oversee holiday rotations.
  • Train agents on customer service best practices, complaint handling, and follow-up processes.
  • Monitor and evaluate agent performance, providing regular feedback, coaching, and quality checks.
  • Establish and enforce customer service performance standards and KPIs.
  • Handle and escalate complex issues or complaints to the appropriate internal teams.
  • Track agent attendance and system usage, ensuring adherence to work hours and preventing misuse (e.g., avoiding calls/chats).
  • Maintain clear and proactive communication with upper management, peers, and cross-functional departments.
  • Design and deliver accurate training materials; ensure all agents are effectively onboarded and continuously trained.
  • Proactively update and maintain customer service resources, such as FAQs and knowledge base documents.
  • Create and implement campaign scenarios, product/offers scripts, and ensure consistent messaging.
  • Stay connected with the team, sharing real-time updates, offers, and policy changes.
  • Respond quickly to urgent situations, even outside standard working hours when needed.
  • Develop and train successors, shift leaders, and team backups to ensure strong operational continuity.


Requirements

Required Qualifications:

  • Minimum 5 years of experience in customer service, including supervisory roles in chat, social media, and call center environments.
  • Proven experience in leading and developing teams in a high-volume support environment.
  • Bachelor’s degree in Business Administration, Communications, or a related field.
  • Fluent in both Turkish and English (spoken and written).
  • Strong problem-solving and critical thinking skills.
  • Excellent interpersonal and communication skills at all organizational levels.
  • Experience in performance management, quality assurance, and agent coaching.
  • Capable of developing and delivering training programs and materials.
  • High level of organization, accountability, and responsiveness.
  • Ability to design campaign scripts, anticipate customer scenarios, and guide the team accordingly.
  • Comfortable working in a fast-paced environment with flexible hours when necessary.

 

Preferred Skills:

  • Experience working with CRM platforms (e.g., Zendesk, Zohodesk, Labiba).
  • Familiarity with workforce management tools and performance dashboards.
  • Strong understanding of social media platforms and digital engagement strategies.


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