Supervisor, Customer Support

The Customer Support Supervisor is responsible for managing a team of customer support representatives in a fast-paced, technology-driven environment. The role requires a results-oriented leader who is committed to delivering exceptional customer service, driving operational efficiency, and supporting team members to reach their full potential. This role combines leadership, customer experience management, process optimization, and financial oversight to ensure that customer support functions are aligned with business goals.

CORE ACCOUNTABILITIES

Financial

• Manage department resources effectively and within budgetary constraints, focusing on cost reduction without compromising service quality.
• Identify opportunities to reduce costs without compromising customer satisfaction. Propose cost-effective solutions such as process automation or resource allocation adjustments.
• Forecast staffing and resource needs based on anticipated customer demand, seasonal variations, and business growth.

Customer

• Ensure team members consistently meet or exceed customer expectations for responsiveness, quality of service, and issue resolution. Aim for high Net Promoter Scores (NPS) and Customer Satisfaction (CSAT) ratings.
• Handle the most complex customer complaints and escalate issues as needed. Ensure timely resolution and follow-up to maintain customer loyalty.
• Collect and analyze customer feedback to identify opportunities for improvement in both support processes and product offerings.
• Develop and implement strategies to keep customers informed about the status of their support cases, changes, and improvements.

Business Process

• Continuously evaluate and refine support workflows, tools, and systems to improve service quality, speed, and consistency. Drive initiatives for reducing response times, improving first-call resolution, and optimizing issue resolution paths.
• Monitor key performance indicators (KPIs) like case resolution time, customer satisfaction scores, and service levels. Take corrective action when performance falls below established targets.
• Ensure the team effectively utilizes ServiceNow to track and resolve customer issues efficiently.
• Implement and oversee quality control measures, such as regular audits of case tickets and customer interactions, to ensure adherence to company standards and best practices.

Learning and Development

• Lead, coach, and motivate the customer support team. Promote a culture of teamwork, accountability, and continuous improvement.
• Provide ongoing training and development opportunities to build expertise in customer support practices, product knowledge, and soft skills such as communication and conflict resolution.
• Regularly evaluate team members' performance, provide constructive feedback, set performance goals, and conduct performance reviews.
• Work closely with other departments (e.g., Product, Sales, Engineering) to ensure seamless communication and collaboration in addressing customer issues or feedback.

QUALIFICATIONS

• Bachelor's degree in Business Administration, Communications, Engineering, or a related field (preferred).
• 3+ years of experience in customer support, with at least 1 year in a leadership or supervisory role.
• Familiarity with CRM systems, customer support software, and ticketing systems.
• Excellent communication, coaching, and interpersonal skills.
• Analytical mindset with the ability to interpret data and make informed decisions.

SKILLS/COMPETENCIES

• Strong focus on understanding and meeting customer needs. Ability to lead a team that places customer satisfaction as a top priority.
• Strong analytical skills with the ability to resolve complex customer issues quickly and effectively.
• Ability to inspire and lead a team, fostering a collaborative, results-driven culture. Skilled in coaching, mentoring, and developing talent.
• Strong decision-making skills and the ability to take ownership of outcomes. Comfortable holding team members accountable while providing constructive feedback.
• Ability to manage through change and adapt to evolving business needs in a fast-paced environment. Excellent time management and prioritization skills.

About KORE:

VISION

• To be the trusted global leader in IoT Connectivity Solutions for over 100,000,000+ connected devices, enabling a smarter, more connected world for all.

MISSION

• To empower our customers to deliver transformative solutions that deliver impactful outcomes to the communities and customers they serve.

KORE VALUES

• Customer Obsession: We earn trust through deep understanding and relentless commitment. We earn the trust of our customers and aim to delight them through our solutions - we want to be loved by our customers.
• Be the Spark We lead with energy, creativity, and urgency. We don't wait for change - we ignite it. We listen, engage, and encourage others to participate.
• Own the Outcome: We take accountability seriously - delivering on our promises to customers, teammates, and ourselves. We finish what we start. We think like owners and we're frugal where it makes sense.
• Grit & Positivity: We face challenges head-on - with resilience, optimism, and determination. We look at these situations as an opportunity to create a positive outcome. When we make a commitment, we deliver. We challenge those in a respectful way that do not meet their commitments.
• Challenge. Debate. But Be Human: We speak up, question assumptions, and challenge ideas - not people. We aim for the best outcomes through respectful, direct, and open dialogue, keeping in mind we're all on the same team.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The employee must regularly sit; use hands to finger, handle, or feel; reach with hands and arms; communicate. Specific vision abilities required by this job include close vision.

KORE Wireless Group, Inc., is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. KORE is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KORE are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identify and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KORE will not tolerate discrimination or harassment based on any of these characteristics.