Customer Operations Supervisor

<h2>Here’s the difference you’ll make</h2><p>In this role, you’ll lead the customer service team in delivering timely, reliable, and customer-focused solutions that strengthen client relationships and uphold 2GO’s service standards. You’ll oversee daily operations, manage escalated customer concerns, and coordinate with cross-functional teams to ensure efficient service delivery and effective issue resolution.</p><p>You’ll also drive continuous improvement by monitoring customer service performance, analyzing complaint trends, and implementing strategies that enhance customer satisfaction, first-time resolution, and overall service quality.</p><h2>What you’ll do</h2><p><strong>Customer Escalation & Case Resolution</strong></p><ul><li><p>Manage escalated customer concerns from initial acceptance through resolution and closure, ensuring timely and effective handling.</p></li><li><p>Establish clear case ownership, priorities, next steps, customer updates, and target resolution timelines for all escalated concerns.</p></li><li><p>Monitor open cases, aging, backlogs, overdue actions, and recurring escalations to proactively address resolution risks.</p></li><li><p>Ensure accurate documentation and tracking of customer concerns using approved case-management and customer-service systems.</p></li><li><p>Establish and maintain escalation protocols, severity classifications, and management escalation thresholds.</p></li></ul><p><strong>Customer Service Operations & Coordination</strong></p><ul><li><p>Supervise daily customer service operations, ensuring timely responses to customer inquiries, requests, and service requirements.</p></li><li><p>Coordinate customer orders and service requirements with Operations, Sales, Finance, and other relevant support functions.</p></li><li><p>Maintain effective working relationships with new and existing clients to ensure service commitments and customer expectations are met.</p></li><li><p>Promote a customer-centric approach focused on responsiveness, accountability, empathy, and effective first-time resolution.</p></li><li><p>Collaborate with Operations, IT, Billing, OPEX, Product, and other stakeholders to address service issues and facilitate timely resolution.</p></li></ul><p><strong>Performance Monitoring & Continuous Improvement</strong></p><ul><li><p>Monitor customer service KPIs, complaint trends, case resolution timelines, and customer feedback to assess team performance.</p></li><li><p>Analyze recurring customer concerns and identify root causes, service gaps, and opportunities for process improvement.</p></li><li><p>Develop and implement strategies to improve customer satisfaction, loyalty, and first-time resolution.</p></li><li><p>Prepare and review performance reports to track service levels, escalation patterns, and improvement initiatives.</p></li><li><p>Recommend and implement process enhancements that improve service efficiency, consistency, and overall customer experience.</p></li></ul><p><strong>People Leadership & Team Development</strong></p><ul><li><p>Guide, coach, and support the customer service team in meeting operational targets and maintaining service quality standards.</p></li><li><p>Monitor individual and team performance, providing feedback and guidance to strengthen customer handling and problem-solving capabilities.</p></li><li><p>Promote accountability, collaboration, and a sense of urgency in addressing customer concerns and meeting service commitments.</p></li><li><p>Reinforce established customer service procedures, escalation guidelines, and performance expectations.</p></li></ul><h2>You’ll thrive in this role if you…</h2><p></p><p></p><p></p><ul><li><p><span>Hold a bachelor’s degree in Business Administration, Management, Logistics, Communications, or a related field.</span></p></li><li><p><span>Have relevant experience in customer service, customer operations, or a related function, preferably in logistics, courier, express delivery, transportation, or other service-intensive industries.</span></p></li><li><p><span>Have experience in team leadership or people management, preferably in a customer-facing or operational environment.</span></p></li><li><p><span>Demonstrate strong capabilities in handling customer complaints, managing escalations, and coordinating resolutions across multiple stakeholders.</span></p></li><li><p><span>Possess analytical and problem-solving skills, with the ability to interpret customer service data, complaint trends, and performance dashboards to identify improvement opportunities.</span></p></li><li><p><span>Communicate effectively with customers and internal stakeholders, particularly when managing difficult situations or sensitive concerns.</span></p></li><li><p><span>Demonstrate strong stakeholder management skills and the ability to drive timely resolution across Operations, Sales, IT, Billing, OPEX, Product, and other support functions.</span></p></li><li><p><span>Are proficient in customer service or case-management systems, CRM platforms, and Microsoft Office applications.</span></p></li></ul>