Customer Care Unit Supervisor

About the role

The CCU Supervisor will lead and oversee the entire Customer Care Unit, including Team Leaders, Agents, and the Quality Assurance / Learning & Development (QA / L&D) team. This role is responsible for driving operational excellence, ensuring high service quality, and achieving customer satisfaction targets. The ideal candidate will be a strong leader with a proven track record in managing high-volume service operations.

What You Will Do

Supervise, mentor, and motivate CCU Team Leaders, Agents, and QA / L&D staff to meet SLAs and performance targets.

Design, implement, and refine support workflows, policies, and tools to improve efficiency and customer experience.

Manage escalated customer cases, ensuring timely and satisfactory resolution.

Organize onboarding and ongoing training to enhance product knowledge, soft skills, and problem-solving abilities.

Monitor KPIs such as CSAT, NPS, response time, and resolution time; prepare regular performance reports.

Collaborate with cross-functional teams (Product, Operations, Brand, Marketing, Legal) to address feedback and prevent recurring issues.

Oversee helpdesk, telephony, WhatsApp, and ticketing systems for optimal case tracking and resolution.

Analyze support data to identify trends and opportunities for proactive service improvement.

Investigate customer complaints directed to regulators and determine appropriate actions for both service providers and customers.

What You Will Need

Bachelor’s degree in Business, Communications, or a related field.

Minimum 5 years’ experience in customer service, including at least 2 years in a managerial role.

Strong leadership, interpersonal, and conflict resolution skills.

Proficiency in customer service software and CRM tools.

Excellent verbal and written communication skills.

Analytical mindset with the ability to generate actionable insights.

Ability to thrive in high-pressure, high-volume environments.