Customer Support Supervisor

About the role

We are seeking a Customer Support Supervisor to lead our support agents in Athens. In this hands‑on position you will ensure smooth daily operations, maintain high service standards and act as the primary point of contact for the team during your shift.

Key responsibilities

• Lead and support Customer Support Agents throughout daily shifts, managing workload distribution.
• Monitor queues, chats, emails and break schedules, adjusting coverage as priorities change.
• Guide agents through complex or sensitive cases and make decisive recommendations.
• Track team performance, productivity, quality and KPIs, identifying coaching needs.
• Provide on‑the‑job feedback and coaching to develop agent skills.
• Handle escalations and own situations requiring higher‑level decision‑making.
• Collaborate with other departments to resolve customer issues efficiently.
• Ensure adherence to procedures, policies and operational updates.
• Identify recurring issues, operational gaps and propose improvements.
• Keep the team informed, engaged and aligned during the shift.

Required profile

• Proactive, people‑oriented professional who enjoys working with teams.
• Strong decision‑making and problem‑solving abilities.
• Experience supervising or coaching customer support agents.
• Ability to manage shift coverage and handle high‑volume communication channels.
• Excellent communication skills and a collaborative mindset.

Required skills