Customer Care Supervisor

About the role

The Customer Care Supervisor will lead the brand servicing and operational teams to ensure premium customer experiences across retail, e‑commerce and loyalty channels. You will act as the main escalation point for Tier 2 issues and oversee the smooth functioning of customer platforms.

Key responsibilities

• Support day‑to‑day service delivery, monitor SLAs, and highlight risks to management.
• Handle Tier 2 brand escalations, coordinating between frontline agents, brand teams and internal stakeholders.
• Maintain brand‑specific operational playbooks, SOPs and compensation guidelines.
• Manage customer platform operations, including account adjustments, transaction processing and system performance monitoring.
• Oversee end‑to‑end case management, ageing, backlog reduction and root‑cause analysis.
• Support campaign readiness, agent briefings, live monitoring and post‑campaign reconciliation.

Required profile

• Previous experience in customer service, experience or operations management, preferably in retail or e‑commerce.
• Proven team supervision, coaching and performance‑management experience.
• Strong problem‑solving ability and experience handling complex escalations.
• Excellent communication and stakeholder‑management skills.

Required skills

• Loyalty Management Systems
• CRM systems
• Customer service platforms
• Operational management tools