Job Description
Job Summary
The Operations Supervisor leads a team of CE Specialists providing chat, email, and ticket based support across product, technical, and advertiser domains. The role ensures SLA adherence, case quality, and effective handling of escalations while coaching agents to deliver consistent, high quality customer experience.
Key Responsibilities
Supervise day to day operations of Tier 1, Tier 2, and Tier 3 CE teams.
Coach and develop agents to improve quality, productivity, and technical accuracy.
Monitor performance metrics including SLAs, CSAT, and case resolution quality.
Act as first level escalation support for complex technical, billing, or policy cases.
Ensure accurate case documentation and consistent use of CRM/ticketing tools.
Partner with QA, Training, Workforce, and Product teams to address gaps and drive improvements.
Qualifications
Bachelor’s degree or equivalent experience.
Minimum 2...
The Operations Supervisor leads a team of CE Specialists providing chat, email, and ticket based support across product, technical, and advertiser domains. The role ensures SLA adherence, case quality, and effective handling of escalations while coaching agents to deliver consistent, high quality customer experience.
Key Responsibilities
Supervise day to day operations of Tier 1, Tier 2, and Tier 3 CE teams.
Coach and develop agents to improve quality, productivity, and technical accuracy.
Monitor performance metrics including SLAs, CSAT, and case resolution quality.
Act as first level escalation support for complex technical, billing, or policy cases.
Ensure accurate case documentation and consistent use of CRM/ticketing tools.
Partner with QA, Training, Workforce, and Product teams to address gaps and drive improvements.
Qualifications
Bachelor’s degree or equivalent experience.
Minimum 2...