[Hiring] Customer Service Supervisor @CSafe Global

Role Description

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.

• Hold staff accountable to achieve productivity goals.
• Actively train and coach team members to understand customer needs and apply the best CSafe solution.
• Responsible for proper assessment, root cause determination, timely resolution, and appropriate escalation across the team.
• Optimize resource allocation and load balancing to ensure SLAs are achieved consistently.
• Manage Customer Relationship Management (CRM) technologies.
• Drive process and continuous improvement.
• Partner with the Customer Service Manager to close gaps and deliver a high standard of customer experience.

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.
• Proven ability to coach and develop others using structured feedback, performance data, and development conversations.
• 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.

Requirements

• 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.
• 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.

Benefits