Job Description

A motivated and experienced Customer Support Supervisor to lead and manage a team responsible for supporting our invoicing product. The ideal candidate will ensure exceptional customer service, oversee daily team operations, and drive continuous improvement in processes and service delivery. This role requires a proactive leader who can mentor the team, manage escalations, and collaborate with cross-functional teams to achieve customer satisfaction and operational efficiency.

Role and Responsibilities

Supervise and lead a team of customer support specialists, business analysts, and problem managers, providing guidance, coaching, and mentoring. Monitor team performance, set objectives, and ensure adherence to KPIs such as response time, resolution time, and customer satisfaction scores. Conduct regular team meetings and one-on-one sessions to address concerns and share updates. Oversee the handling of customer queries related to the invoicing product through email and phone. Ensure proper documentation and timely resolution of customer issues in the support system (e.g., Salesforce, Jira). Review escalated cases and ensure appropriate action is taken to resolve them effectively. Identify gaps in current support processes and work with the team to implement improvements. Collaborate with Product, Engineering, and Implementation teams to address recurring issues and provide customer insights for product enhancement. Develop and deliver training programs to ensure the team stays updated on the product and processes. Create and maintain a knowledge base for internal and customer use. Generate reports on team performance, customer issues, and process bottlenecks for management review. Communicate updates on policies, product changes, and process improvements to the team.

Required Qualifications:

Bachelor’s degree in business administration, Finance, or a related field (or equivalent work experience). 6+ years of experience in customer support, with at least 2 years in a supervisory or team lead role. Strong understanding of invoicing processes and related financial systems. Proficiency in using CRM tools like Salesforce or similar platforms. Experience working with invoicing software or related products. Knowledge of process improvement methodologies, such as Six Sigma or Lean. Strong analytical and problem-solving skills. Leadership and team management. Excellent verbal and written communication. Experience with ITSM tools like JIRA. Strong customer focus with the ability to manage challenging situations. Ability to multitask and prioritize effectively. Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and other business tools.