9,271 Support Supervisor jobs in India

Responsibilities

• Balance managing a team engaged in calibration and repair activities while contributing hands-on to production work.
• Provide technical guidance and direction during unit troubleshooting; assist the team with issue escalation and cross-functional collaboration for problem resolution.
• Allocate tasks based on individual skills and workload; conduct performance evaluations; identify development needs; provide constructive feedback; and mentor team members for success.
• Manage attrition in alignment with Service team requirements; conduct interviews and participate in hiring.
• Participate in business reviews; lead, assist, and present project status updates.
• Provide robust, timely solutions to operational and technical challenges.
• Assist in the development and execution of team plans aligned with India service delivery objectives.
• Report operational performance metrics (e.g., BFT, Dashboards) per schedule; ensure targets are met or exceeded and initiate corrective actions as needed.
• Conduct ongoing coaching and review sessions with employees to ensure alignment with organizational goals, accountability, and motivation, utilizing the VCP framework.
• Ensure team adherence to organizational policies and guidelines.
• Drive process improvements, automation, and productivity gains.
• Serve as the first point of escalation for customers and internal partners; take ownership to resolve issues through collaboration, communication, and innovative problem-solving.
• Understand and enforce KGSO Quality norms.
• Develop team members' technical skills aligned with KGSO India's future business plans; maintain and update the KGSO India Skill Matrix.
• Implement structured training calendars including assessments and sign-offs to close skill gaps.

Qualifications

• Bachelor's degree in Electronics Engineering or equivalent.
• Proven experience balancing team management with hands-on technical contribution.
• Strong leadership and mentoring skills.
• Excellent problem-solving and decision-making abilities.
• Familiarity with quality standards such as KGSO.
• Experience driving process improvements and operational excellence.

Skills Required
Service Delivery, Automation, Semiconductor, Employee Development

Ready to be pushed beyond what you think you're capable of?
At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform - and with it, the future global financial system.
To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems.
Our is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
As a Customer Support Supervisor, your primary role will be to manage a team of customer support agents. You will be responsible for your team's performance as measured by key operational metrics: contacts handled, first contact resolution rates, quality scores, and other KPIs. You will provide timely coaching to team members based on their performance against these metrics. Additionally, you will work closely with Workforce Management to ensure scheduling optimization and adherence. This includes conducting in-depth analyses of any performance gaps among team members. You will become a subject matter expert in Coinbase's operational processes and workflows.
To perform your duties successfully, you will utilize tools such as: Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.
*What you'll be doing (ie. job duties):*
* Lead a team of high performing customer service agents across multiple channels (eg. phone, messaging, email)
* Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
* Achieve SLAs, productivity and quality metrics for your line of business/team members.
* Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
* Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
* Utilize an in-depth understanding of metrics to drive data-backed business decisions.
* Continuously add value through effective project management, dedicated prioritization and efficient execution.
* Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
*What we look for in you (i.e. job requirements):**
*
* Customer obsessed, motivated by Coinbase's mission and crafting a seamless support experience for our global customer base.
* Minimum of 6 years of relevant experience in financial services, technology and/or customer support.
* Minimum of 3 years of people management experience in an operations environment.
* Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions.
* Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
* Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity.
* Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines.
* Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.
* Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day.
* Excellent communication skills (written, verbal, and in presentation format), ability to simplify complex topics for broad audiences.
* Willing to work from an office at Hyderabad, India.
*Nice to haves:**
*
* Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
* Experience in project management, analytics or quality assurance.
* Degree in business, finance, customer experience and/or blockchain.
* Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud.
P56488
#LI-Onsite
*Pay Transparency Notice: *The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).
Pay Range:
₹2,317,500-₹2,317,500 INR
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
*The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment*. To request a reasonable accommodation due to disability, please contact accommodations(at)coinbase.com

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

As a Customer Support Supervisor, your primary role will be to manage a team of customer support agents. You will be responsible for your team's performance as measured by key operational metrics: contacts handled, first contact resolution rates, quality scores, and other KPIs. You will provide timely coaching to team members based on their performance against these metrics. Additionally, you will work closely with Workforce Management to ensure scheduling optimization and adherence. This includes conducting in-depth analyses of any performance gaps among team members. You will become a subject matter expert in Coinbase's operational processes and workflows. 

To perform your duties successfully, you will utilize tools such as: Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.

What you’ll be doing (ie. job duties):

Lead a team of high performing customer service agents across multiple channels (eg. phone, messaging, email)

Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.

Achieve SLAs, productivity and quality metrics for your line of business/team members.

Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.

Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.

Utilize an in-depth understanding of metrics to drive data-backed business decisions.

Continuously add value through effective project management, dedicated prioritization and efficient execution.

Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

What we look for in you ( job requirements):

Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.

Minimum of 6 years of relevant experience in financial services, technology and/or customer support.

Minimum of 3 years of people management experience in an operations environment.

Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions.

Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.

Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity.

Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines.

Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.

Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day.

Excellent communication skills (written, verbal, and in presentation format), ability to simplify complex topics for broad audiences.

Willing to work from an office at Hyderabad, India.

Nice to haves:

Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.

Experience in project management, analytics or quality assurance.

Degree in business, finance, customer experience and/or blockchain.

Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud.

P56488

#LI-Onsite

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).

Pay Range:₹2,317,500—₹2,317,500 INR

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice . Additionally, Coinbase participates in the in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations(at) to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site a free compatible screen reader .

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available . By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined

**About Our Company**

At Yashram Lifestyle Brands, we are inspired to solve real life vulnerabilities faced by people. Our brands, products, innovations and inventions are all a result of our passion in improving quality of life. Our invention 'Period Panty' dates back to 2009 and is patented in India & USA. Our unique products have earned us satisfied customers across the globe.

We are in a high growth phase and building a team that works with high integrity, ownership and a never-give-up attitude.

**Our brands**

Morph is India's most loved maternity and nursing wear brand. We continuously innovate in this space for the comfort and safety of new mothers.

Adira is a fun and practical intimate brand for girls, teens and ladies with innovations. To name a few, are India & USA Patented period panties, support bras for growing girls and more.

Incontinence Underwear For people who suffer from light urine leakage problems.

At Baby Munkin, we care for babies and our philosophy is to provide safe and comfortable products for little ones.

HowToTell Your Child, is a social initiative of Yashram Brands where we help parents, schools & communities fight child sexual abuse.

**Responsibilities**:

- Addressing customer queries and complaints in a timely and professional manner
- Coordinating the day-to-day activities of the department
- Ensuring that the team members follow the company’s policies and customer service standards
- Planning and implementing effective customer service strategies
- Maintaining a record of all customer data
- Directing any urgent or sensitive issues to the higher management
- Gathering customers feedback on the services provided
- Processing customer refunds and exchanges
- Preparing monthly and annual team targets
- Keeping up-to-date with the company’s new products and other offerings
- Analyzing customer service reports and suggesting improvements
- Preparing and assigning daily work schedules to the team members

**Requirements**:

- Bachelor’s degree in Business Administration, Business Management, or a related field
- 3-4 years of experience in the Customer Service department as a Customer Service Representative, Customer Service Executive or a similar role.
- Excellent written and oral communication skills
- Knowledge of customer service practices and guidelines
- Good computer skills
- Expressing great manners when speaking with customers and the team
- Good time management and organizational skills
- Ability to handle stressful situations
- A team player and having the ability to work collaboratively

**Salary**: ₹20,000.00 - ₹25,000.00 per month

**Benefits**:

- Paid sick time

Schedule:

- Day shift

Ability to commute/relocate:

- Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 1 year (preferred)

**Speak with the employer**
+91

**Note**:
**This role requires you to work in PST timezone.**

**This is a hybrid role. We expect you to be in our Bangalore office for 3 days in the week.**

**About Rippling**

Rippling gives businesses one place to run HR, IT, and Finance. It brings together all of the workforce systems that are normally scattered across a company, like payroll, expenses, benefits, and computers. For the first time ever, you can manage and automate every part of the employee lifecycle in a single system.

Take onboarding, for example. With Rippling, you can hire a new employee anywhere in the world and set up their payroll, corporate card, computer, benefits, and even third-party apps like Slack and Microsoft 365—all within 90 seconds.

Based in San Francisco, CA, Rippling has raised $1.4B from the world’s top investors—including Kleiner Perkins, Founders Fund, Sequoia, Greenoaks, and Bedrock—and was named one of America's best startup employers by Forbes.

**About the role**

As a Customer Support Supervisor at Rippling, you will lead a high-performing team responsible for delivering exceptional support to our customers. You will act as the point of contact (POC) for all actions and domains within your team, ensuring efficient operations, seamless collaboration, and outstanding customer experiences. This role demands a strategic mindset combined with hands-on leadership skills to drive team performance and process improvements in a dynamic, fast-paced environment.

You will report directly to the Customer Support Manager and play a pivotal role in aligning team goals with Rippling’s broader objectives. This is an exciting opportunity to influence the customer journey, lead a talented team, and contribute to the continued success of Rippling.

**What you will do**

**Team Leadership and People Management**:

- Act as the primary POC for your team, overseeing all operational aspects.
- Lead, mentor, and support team leads in their respective roles, fostering a culture of accountability and excellence.
- Provide coaching, constructive feedback, and professional development opportunities to team members.
- Handle team scheduling, attendance management, and adherence to ensure optimal staffing coverage.

**Operational Management and Performance**:

- Monitor and drive team productivity, ensuring performance metrics are met or exceeded.
- Track adherence to SLAs, response times, and quality benchmarks, addressing any gaps proactively.
- Analyze team performance data and trends to identify areas for improvement and implement solutions.

**Issue Identification and Resolution**:

- Proactively recognize potential issues in customer interactions or workflows and drive timely resolutions.
- Collaborate with cross-functional teams, including Tech, Product, and Operations, to address and resolve complex customer issues.
- Serve as a conduit of information between the Customer Support team and senior management, ensuring goals and updates are communicated effectively.

**Customer Experience Improvement**:

- Identify patterns in customer feedback and operational inefficiencies, providing actionable insights for process optimization.
- Work closely with the Product and Engineering teams to suggest enhancements and stay updated on product developments.
- Assist in creating or updating knowledge base articles to empower customers with self-service solutions.

**Team Collaboration and Communication**:

- Build and maintain strong relationships with internal stakeholders to ensure seamless support operations.
- Actively contribute to team meetings, strategy sessions, and training initiatives.
- Ensure team alignment with Rippling’s customer-centric values and overall mission

**What you will need**
- ** Experience**: At least 4+ years in customer support, with a minimum of 2 years in a supervisory or leadership role, preferably within SaaS or technology environments.
- ** Leadership Skills**: Proven ability to lead and develop a team, with a focus on coaching, feedback, and performance management.
- ** Technical Proficiency**: Familiarity with customer support platforms and principles along with a solid understanding of HR or IT systems (preferred).
- ** Analytical Mindset**: Strong problem-solving skills, with the ability to analyze data, identify trends, and implement improvements.
- ** Communication**: Excellent verbal and written communication skills—clear, concise, and empathetic.
- ** Adaptability**: Flexibility to work in US time zones and handle evolving priorities in a fast-paced environment.
- ** Customer-First Mindset**: A deep commitment to delivering exceptional customer experiences

The Client Support Supervisor will provide operational support and guidance to ensure that the relocation team has all of the necessary tools to provide superior customer service and execute according to the standard operating procedures (SOP) outlined. Responsibilities include, but are not limited to, developing and maintaining effective working relationships with corporate client contacts, other Graebel business units, operational and shared services support teams, and Graebel partners/vendors; and serves as a leader for the team.
ESSENTIAL DUTIES AND RESPONSIBILITIES
+ Hiring, training, mentoring and performance management of service delivery team. Conducts team meetings, performance reviews, caseload review, and ensures overall development and performance improvement of all team members.
+ Resolves problems and service recoveries. Main point of contact for escalations, and any day-to-day issue resolutions. Develop and monitor all action plans needed, ensuring that service level requirements are met and operational processes are continually improved.
+ Ensure client retention by providing a high level of service and highly effective relationships with the Client. Adhere to established processes and continuously monitor the health of each assigned Client.
+ Manage data integrity and accuracy of all clients reporting. Maintain consistent data entry standards and processes by team members, review data contained in all reports provided to Client
+ Support the implementation of all process refinements and Operational Excellence initiatives. Actively bring new ideas to the leadership for: process improvement, overall increase in associate job satisfaction, and industry innovation. As well as encourage open and "professionally respectable' communication among the team, the suppliers, Graebel Leadership, and other Graebel business units.
+ Performs other related essential duties as assigned or requested.
Required Skills
ANALYTICAL ABILITY / PROBLEM SOLVING
MODERATELY STRUCTURED. Fairly broad activities using moderately structured procedures with only generally guided supervision. Interpolation of learned things in somewhat varied situations.
PLANNING
CONSIDERABLE RESPONSIBILITY with regard to GENERAL ASSIGNMENTS in planning time, method, manner, and/or sequence of performance of own work; may also OCCASIONALLY assist in the planning of work assignments performed by others within a limited area of operation.
DECISION MAKING
Performs work operations which permit FREQUENT opportunity for decision-making of MINOR IMPORTANCE and also FREQUENT opportunity for decision-making of MAJOR IMPORTANCE; the latter of which would affect the work operations of OTHER EMPLOYEES and/or CLIENTELE to a MODERATE DEGREE.
SUPERVISION RECEIVED
Under direction where a definite objective is set up and the employee PLANS AND ARRANGES OWN WORK, referring only UNUSUAL CASES TO SUPERVISOR.
COMMUNICATION SKILLS
Ability to read a limited number of words and recognize similarities and differences between words and between series of numbers; Ability to write and speak simple sentences as a means for basic communication. Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple correspondence. Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; Ability to write routine reports and correspondence. Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization. Ability to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or employees. Ability to write reports, business correspondence, and policy/procedure manuals; Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.
CRITICAL THINKING SKILLS
Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.
Required Experience
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.)
SOFTWARE SKILLS REQUIRED
Mastery: 10-Key
Accounting
Spreadsheet
Word Processing/Typing
PHYSICAL ACTIVITIES
The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations. While performing the functions of this job, the employee is, Regularly required to walk, Regularlyrequired to sit, Continuously required to use hands to finger, handle or feel, Continuously required to reach with hands and arms.
The employee must Occasionally lift and/or move up to 10 pounds, Occasionally lift and/or move up to 25 pounds, Occasionally lift and/or move up to 50 pounds, Occasionally lift and/or move up to 100 pounds, Occasionally lift and/or move more than 100 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

The Client Support Supervisor will provide operational support and guidance to ensure that the relocation team has all of the necessary tools to provide superior customer service and execute according to the standard operating procedures (SOP) outlined. Responsibilities include, but are not limited to, developing and maintaining effective working relationships with corporate client contacts, other Graebel business units, operational and shared services support teams, and Graebel partners/vendors; and serves as a leader for the team.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Hiring, training, mentoring and performance management of service delivery team.   Conducts team meetings, performance reviews, caseload review, and ensures overall development and performance improvement of all team members.
li >Resolves problems and service recoveries.  Main point of contact for escalations, and any day-to-day issue resolutions.  Develop and monitor all action plans needed, ensuring that service level requirements are met and operational processes are continually improved. li >Ensure client retention by providing a high level of service and highly effective relationships with the Client.  Adhere to established processes and continuously monitor the health of each assigned Client.
• Manage data integrity and accuracy of all clients reporting. Maintain consistent data entry standards and processes by team members, review data contained in all reports provided to Client
• Support the implementation of all process refinements and Operational Excellence initiatives.  Actively bring new ideas to the leadership for: process improvement, overall increase in associate job satisfaction, and industry innovation.  As well as encourage open and “professionally respectable’ communication among the team, the suppliers, Graebel Leadership, and other Graebel business units.

Required Skills

ANALYTICAL ABILITY / PROBLEM SOLVING  

MODERATELY STRUCTURED. Fairly broad activities using moderately structured procedures with only generally guided supervision. Interpolation of learned things in somewhat varied situations.  

PLANNING

CONSIDERABLE RESPONSIBILITY with regard to GENERAL ASSIGNMENTS in planning time, method, manner, and/or sequence of performance of own work; may also OCCASIONALLY assist in the planning of work assignments performed by others within a limited area of operation.

DECISION MAKING

Performs work operations which permit FREQUENT opportunity for decision-making of MINOR IMPORTANCE and also FREQUENT opportunity for decision-making of MAJOR IMPORTANCE; the latter of which would affect the work operations of OTHER EMPLOYEES and/or CLIENTELE to a MODERATE DEGREE.  

SUPERVISION RECEIVED

Under direction where a definite objective is set up and the employee PLANS AND ARRANGES OWN WORK, referring only UNUSUAL CASES TO SUPERVISOR.

COMMUNICATION SKILLS
 

Ability to read a limited number of words and recognize similarities and differences between words and between series of numbers; Ability to write and speak simple sentences as a means for basic communication. Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple correspondence. Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; Ability to write routine reports and correspondence. Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization. Ability to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or employees. Ability to write reports, business correspondence, and policy/procedure manuals; Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.  

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.

CRITICAL THINKING SKILLS

Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.

Required Experience

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS

Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.)

< >SOFTWARE SKILLS REQUIRED  

Mastery:     10-Key

< >        Accounting

       Spreadsheet

< trong>PHYSICAL ACTIVITIES
 

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations. While performing the functions of this job, the employee is, Regularly required to walk, Regularlyrequired to sit, Continuously required to use hands to finger, handle or feel, Continuously required to reach with hands and arms.

The employee must Occasionally lift and/or move up to 10 pounds, Occasionally lift and/or move up to 25 pounds, Occasionally lift and/or move up to 50 pounds, Occasionally lift and/or move up to 100 pounds, Occasionally lift and/or move more than 100 pounds.
 

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

ANALYTICAL ABILITY / PROBLEM SOLVING  

MODERATELY STRUCTURED. Fairly broad activities using moderately structured procedures with only generally guided supervision. Interpolation of learned things in somewhat varied situations.  

PLANNING

CONSIDERABLE RESPONSIBILITY with regard to GENERAL ASSIGNMENTS in planning time, method, manner, and/or sequence of performance of own work; may also OCCASIONALLY assist in the planning of work assignments performed by others within a limited area of operation.

DECISION MAKING

Performs work operations which permit FREQUENT opportunity for decision-making of MINOR IMPORTANCE and also FREQUENT opportunity for decision-making of MAJOR IMPORTANCE; the latter of which would affect the work operations of OTHER EMPLOYEES and/or CLIENTELE to a MODERATE DEGREE.  

SUPERVISION RECEIVED

Under direction where a definite objective is set up and the employee PLANS AND ARRANGES OWN WORK, referring only UNUSUAL CASES TO SUPERVISOR.

COMMUNICATION SKILLS
 

Ability to read a limited number of words and recognize similarities and differences between words and between series of numbers; Ability to write and speak simple sentences as a means for basic communication. Ability to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple correspondence. Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; Ability to write routine reports and correspondence. Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization. Ability to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or employees. Ability to write reports, business correspondence, and policy/procedure manuals; Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.  

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.

CRITICAL THINKING SKILLS

Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.

The Client Support Supervisor will provide operational support and guidance to ensure that the relocation team has all of the necessary tools to provide superior customer service and execute according to the standard operating procedures (SOP) outlined. Responsibilities include, but are not limited to, developing and maintaining effective working relationships with corporate client contacts, other Graebel business units, operational and shared services support teams, and Graebel partners/vendors; and serves as a leader for the team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Hiring, training, mentoring and performance management of service delivery team. Conducts team meetings, performance reviews, caseload review, and ensures overall development and performance improvement of all team members.

Resolves problems and service recoveries. Main point of contact for escalations, and any day-to-day issue resolutions. Develop and monitor all action plans needed, ensuring that service level requirements are met and operational processes are continually improved.

Ensure client retention by providing a high level of service and highly effective relationships with the Client. Adhere to established processes and continuously monitor the health of each assigned Client.

Manage data integrity and accuracy of all clients reporting. Maintain consistent data entry standards and processes by team members, review data contained in all reports provided to Client

Support the implementation of all process refinements and Operational Excellence initiatives. Actively bring new ideas to the leadership for: process improvement, overall increase in associate job satisfaction, and industry innovation. As well as encourage open and “professionally respectable’ communication among the team, the suppliers, Graebel Leadership, and other Graebel business units.

Performs other related essential duties as assigned or requested.

Required Skills

ANALYTICAL ABILITY / PROBLEM SOLVING

MODERATELY STRUCTURED. Fairly broad activities using moderately structured procedures with only generally guided supervision. Interpolation of learned things in somewhat varied situations.

PLANNING

CONSIDERABLE RESPONSIBILITY with regard to GENERAL ASSIGNMENTS in planning time, method, manner, and/or sequence of performance of own work; may also OCCASIONALLY assist in the planning of work assignments performed by others within a limited area of operation.

DECISION MAKING

Performs work operations which permit FREQUENT opportunity for decision-making of MINOR IMPORTANCE and also FREQUENT opportunity for decision-making of MAJOR IMPORTANCE; the latter of which would affect the work operations of OTHER EMPLOYEES and/or CLIENTELE to a MODERATE DEGREE.

SUPERVISION RECEIVED

Under direction where a definite objective is set up and the employee PLANS AND ARRANGES OWN WORK, referring only UNUSUAL CASES TO SUPERVISOR.

COMMUNICATION SKILLS

Ability to read a limited number of words and recognize similarities and differences between words and between series of numbers; Ability to write and speak simple sentences as a means for basic to read and understand simple instructions, short correspondence, notes, letters and memos; Ability to write simple to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; Ability to write routine reports and to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the to read, analyze, and understand general business/company related articles and professional journals; Ability to speak effectively before groups of customers or to write reports, business correspondence, and policy/procedure manuals; Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.

CRITICAL THINKING SKILLS

Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables in situations of a routine nature.

Required Experience

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS

Regular use of complex machines and equipment (desktop/laptop computer and software, road and production machines and equipment, etc.)

SOFTWARE SKILLS REQUIRED

Mastery: 10-Key

Accounting

Spreadsheet

Word Processing/Typing

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations. While performing the functions of this job, the employee is, Regularly required to walk, Regularlyrequired to sit, Continuously required to use hands to finger, handle or feel, Continuously required to reach with hands and arms.

The employee must Occasionally lift and/or move up to 10 pounds, Occasionally lift and/or move up to 25 pounds, Occasionally lift and/or move up to 50 pounds, Occasionally lift and/or move up to 100 pounds, Occasionally lift and/or move more than 100 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Key Deliverables :

1. Lead and mentor the customer support team to achieve high performance.
2. Monitor and manage team productivity, ensuring SLAs and performance benchmarks are met.
3. Identify and resolve operational issues proactively, ensuring seamless customer experiences.
4. Provide insights for process improvements based on customer feedback and performance data.

Role Responsibilities :

1. Manage team schedules, attendance, and operational efficiency.
2. Drive performance improvements by analyzing trends and implementing solutions.
3. Collaborate with cross-functional teams to resolve complex customer issues.
4. Foster strong internal relationships to align support operations with Rippling's values and goals.

Skills Required
Data Analysis, HR Systems, Performance Management