Customer Care Supervisor

About the role

We are looking for an experienced Customer Care Supervisor to lead a team of agents, ensuring service excellence, performance, and high customer satisfaction. The role operates on US Eastern Time and is based on‑site in Amman.

Key responsibilities

• Lead, coach, and motivate a team of customer care agents on a daily basis.
• Set clear targets and track KPIs such as response time, resolution rate, and satisfaction scores.
• Maintain quality standards, provide constructive feedback, and handle escalated cases.
• Manage shift schedules, attendance, and workload to guarantee coverage.
• Train new members and run regular refresher sessions.
• Identify recurring issues, share insights with other departments, and improve processes.
• Prepare daily, weekly, and monthly performance reports for management.
• Build a positive, accountable team culture and drive customer retention.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 5+ years of customer care experience, including at least 1 year in a supervisory role.
• Proven ability to lead teams and meet performance targets.
• Strong communication, problem‑solving, and conflict‑resolution skills.
• Hands‑on experience with CRM systems and call‑center tools.
• Good knowledge of MS Office, especially Excel for reporting.
• Calm under pressure, organized, and detail‑oriented.
• Flexible to work US Eastern Time (ET) hours.

Required skills

• CRM systems
• Call center tools
• Microsoft Excel

What we offer

• Be part of a growing and dynamic organization.
• Take ownership of a team and make a direct impact on customer experience.
• Work in a collaborative and performance‑driven environment.
• Opportunities to grow your leadership and customer care expertise.