Supervisor – Customer Support Team

About the role

We are seeking a Supervisor to lead a high‑performing team that supports NCR Voyix customers worldwide. The role focuses on operational excellence, mentorship, and effective case and escalation management.

Key responsibilities

• Lead and support a team handling customer cases and escalations across calls, emails, and case‑related activities.
• Oversee the case task queue to ensure timely resolution of all customer requests and escalations.
• Own the end‑to‑end Escalation Management process within the ITSM system.
• Coach, mentor, and develop team members to improve performance, communication, and customer engagement.
• Conduct regular team meetings, performance discussions, and employee development activities.
• Identify and drive continuous‑improvement initiatives to enhance processes, efficiency, and customer experience.
• Manage workforce administration tasks such as scheduling, leave approvals, and timesheet reviews.
• Ensure completion of required training and compliance activities within set timeframes.
• Support special projects and other business initiatives as assigned.

Required profile

• Minimum of 3 years’ experience in customer support, service operations, incident management, or a leadership role.
• Proven experience leading, coaching, or mentoring team members.
• Strong problem‑solving and decision‑making abilities.
• Excellent verbal and written communication skills in English.
• Ability to stay calm, professional, and customer‑focused under pressure.
• Self‑motivated, able to work independently and collaborate with cross‑functional teams.
• Strong organizational skills with the capacity to manage multiple priorities.
• A positive attitude, strong work ethic, and passion for developing others.

Required skills

• Proficiency in using ITSM systems for case and escalation management.

What we offer

• Opportunity to lead a talented and growing team.
• Direct impact on customer satisfaction and business success.
• Development of leadership skills within a global organization.
• Collaborative culture that values continuous learning and improvement.