Customer Support Supervisor

As the Customer Support Supervisor, you will oversee the technical support operations for our flagship product — Resourceinn HRMS. You will lead a team of support specialists dedicated to ensuring client satisfaction through prompt issue resolution, process improvement, and consistent service excellence. The role requires strong leadership skills, a background in BPO support operations, and a hands-on approach to managing day-to-day support performance and quality.

Key Responsibilities:

• Supervise and guide the Customer Support team handling technical support queries related to Resourceinn HRMS modules.
• Monitor daily team operations to ensure timely ticket resolution and compliance with defined SLAs and KPIs.
• Conduct regular performance reviews, provide coaching and mentoring, and identify training needs for team members.
• Analyze customer feedback and ticket trends to identify recurring issues and work with the Product and QA teams for resolution.
• Implement and maintain best practices for customer communication, escalation handling, and service documentation.
• Prepare and present weekly and monthly performance reports to management, highlighting key insights and improvement areas.
• Ensure the team follows standard procedures for ticket logging, classification, and escalation.
• Maintain a high standard of professionalism and empathy while dealing with customer escalations.
• Coordinate with internal departments (Product Development, Implementation, and Finance) to ensure end-to-end issue resolution.

Required Skills & Qualifications:

• Bachelor’s degree in Business Administration, Computer Science, or a related field (MBA preferred).
• 3–5 years of experience in customer or technical support, preferably within a SaaS-based or HRMS environment.
• 1–2 years of experience in a BPO company in a lead or supervisory role (mandatory).
• Strong understanding of customer support metrics, ticketing tools, and SLA management.
• Excellent leadership, communication, and problem-solving abilities.
• Ability to manage multiple priorities and perform effectively under pressure.
• Analytical mindset with attention to detail and a focus on continuous improvement.