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

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.