Customer Service Supervisor

Join our Global Customer Service Team as a Customer Service Supervisor-India Remote Location. The Customer Service Supervisor is responsible for the day-to-day management of a regional Customer Service team — which may include site-based, hybrid, and remote team members — ensuring service is delivered in accordance with CSafe’s Service Model Operating Procedures and defined Service Level Agreements. This role holds staff accountable to achieve productivity goals, actively trains and coaches team members to understand customer needs and apply the best CSafe solution. The Supervisor is responsible for proper assessment, root cause determination, timely resolution, and appropriate escalation across the team. By optimizing resource allocation and load balancing, the Supervisor ensures SLAs are achieved consistently. This role also manages Customer Relationship Management (CRM) technologies, drives process and continuous improvement, and partners with the Customer Service Manager to close gaps and deliver a high standard of customer experience.  
 

Responsibilities:  

• Ensure service is provided in accordance with CSafe’s Service Model Operating Procedures and defined Service Level Agreements, maintaining accountability across all team members — whether site-based, hybrid, or remote — for SLA compliance.
• Lead and manage the day-to-day operations of the regional team, including workload allocation and balancing, queue management, prioritization, and providing operational support where needed.
• Schedule and coordinate staff assignments, shifts, and annual leave coverage; approve time-off requests to optimize workforce management across the team.
• Monitor and achieve team KPIs and SLAs in real time; take corrective action proactively and escalate to the Customer Service Manager where required.
• Partner with the Customer Service Manager to resolve operational issues, address performance gaps, and contribute to regional service strategy.
• Investigate and resolve hierarchical escalations — complex, high-priority, or multi-department cases that cannot be resolved at Customer Service Team Lead level — coordinating across internal functions to achieve full resolution.
• Handle customer complaints with professionalism and urgency, understanding the root cause of each issue before recommending or implementing a resolution.
• Actively coach team members in proper symptom assessment, root cause determination, timely resolution, and appropriate escalation pathways.
• Monitor and analyze tickets, calls, emails, and quality reports for contact quality and individual efficiency; provide structured coaching and corrective action to maintain and improve performance standards.
• Oversee the accuracy of order processing, lease management, and ERP and CRM system data across the team; conduct regular quality checks and drive data integrity.

Qualifications:

• 5+ years of customer service experience, preferably in a leasing, logistics, or technical environment, with a minimum of 2 years in a supervisory or people management role.
• Demonstrated experience managing the day-to-day performance of a team that may include site-based, hybrid, and remote workers — including scheduling, workload management, and SLA compliance.
• Proven ability to coach and develop others using structured feedback, performance data, and development conversations to drive measurable improvement.
• Strong track record of resolving hierarchical customer escalations, including cross-functional coordination and complex complaint management.
• Experience managing Customer Relationship Management (CRM) technologies including ticketing systems, telephone platforms, and knowledge management tools.
• Analytical mindset — able to monitor and interpret performance data, identify trends, and implement corrective actions or process improvements.
• Demonstrated ability to identify process gaps and serve as a change agent for implementation of improvements within a team environment.
• Excellent verbal and written communication skills, with the ability to engage effectively with customers, colleagues, and leadership across time zones and cultures.
• Strong organizational skills — able to balance multiple competing priorities, maintain schedules, and meet deadlines consistently.
• Experience with ERP systems including Sage X3, CRM systems such as Zendesk, Kustomer, Salesforce, or similar desirable.
• Proficient in Microsoft Office 365 including Outlook, Word, and Excel.
• Bachelor’s degree in Business Administration, Management, or a related field preferred; an equivalent combination of education and relevant experience will be considered.
• Experience in a pharmaceutical cold chain, leasing, or technical support environment is desirable but not required.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.