Customer Support Supervisor

Customer Support Supervisor
#vacancy #support #supervisor #remote #fulltime

Firebird is a travel company, and providing outstanding customer experience is at the core of our business. We are looking for a Customer Support Supervisor who will build, guide, and scale our support team, ensuring that every customer interaction is smooth, helpful, and professional.

Job functions:
- Lead, mentor, and motivate a team of customer support specialists.
- Set up effective workflows, schedules, and processes to handle inquiries efficiently.
- Monitor team performance, track KPIs (response time, resolution rate), and report results to management.
- Handle escalated customer issues and provide solutions in a timely manner.
- Collaborate with product, operations, and marketing teams to communicate customer feedback and improve service.
- Train new team members and ensure consistent knowledge updates across the team.
- Identify opportunities for process automation and support tools optimization.

Requirements for the Position:
- 5+ years of experience in customer support, with at least 2 years in a leadership role.
- Strong communication and people management skills.
- Hands-on experience with customer support platforms (Aircall, Intercom or similar).
- Data-driven approach with the ability to interpret KPIs and make process improvements.
- Ability to handle difficult situations and maintain a positive team culture.
- Fluent English.

We offer:
- Work in a friendly, young and ambitious team with ready to change management.
- Career opportunities.
- Remote work, 5 days a week (Mon-Fri).
- Unique working experience in the best travel company.
- Ability to grow and level up skills in a dynamically developing team.
- Fixed salary 2000$ - 2500$

📩 if interested, please send your CV to: hr@firebirdtours.com