What you'll do
Oversee daily operations for a customer support team of 5 to 8 specialists, ensuring SLAs and quality standards are consistently met.
Monitor and evaluate team performance through metrics, KPIs, and regular audits, providing constructive feedback and coaching to improve outcomes.
Handle escalated customer inquiries or complaints, ensuring swift and satisfactory resolution.
Develop schedules and manage resources to ensure adequate coverage across support channels.
Collaborate with internal departments to resolve complex issues and enhance overall customer satisfaction.
Lead team meetings, training sessions, and one-on-one coaching to keep the team informed and motivated.
Identify opportunities for process improvements and implement strategies to optimize team performance and customer experience.
Prepare reports on team performance, customer feedback, and operational challenges for management review.
Foster a supportive and collaborative team environment that encourages growth and learning.
What you'll bring
Proven experience in customer support, with at least 2 to 3 years in a supervisory or leadership role.
Strong understanding of customer support metrics, tools, and best practices.
Exceptional communication and interpersonal skills, with the ability to manage and inspire a diverse team.
Proficiency in CRM and ticketing systems such as Zendesk, Freshdesk, or similar platforms.
Problem-solving skills with the ability to make decisions in a fast-paced environment.
Advance proficiency in English; multilingual abilities are a plus.
Willingness to work flexible hours, including shifts, weekends, and holidays if required.
Experience in e-commerce or digital services industries.
Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries
Knowledge of workforce management and scheduling tools.
Ability to analyze data and derive actionable insights for team improvement.
Demonstrated ability to handle escalations with a customer-centric approach.
Skills Required
- Proven experience in customer support, with at least 1 to 3 years in a supervisory or leadership role
- Strong understanding of customer support metrics, tools, and best practices
- Proficiency in CRM and ticketing systems such as Zendesk, Freshdesk, or similar platforms
- Exceptional communication and interpersonal skills
- Problem-solving skills with the ability to make decisions in a fast-paced environment
- Basic proficiency in English
- Multilingual abilities
- Willingness to work flexible hours, including shifts, weekends, and holidays if required
- Experience in e-commerce or digital services industries
- UK or European customer support experience
- Knowledge of workforce management and scheduling tools
- Ability to analyze data and derive actionable insights for team improvement
- Demonstrated ability to handle escalations with a customer-centric approach
What We Do
Coda leads in commerce solutions and out-of-app monetization. Since 2011, we’ve accelerated growth for our partners by expanding their global reach and deepening customer engagement. Trusted by over 300 publishers—including Activision, Electronic Arts, Moonton, and Riot Games—we maximize revenue with solutions like Custom Commerce, Codapay, Codashop, and Distribution. By connecting our partners to more than 90% of the world's preferred payment methods, we unlock access to over 200M paying customers worldwide. Headquartered in Singapore with a team of 400+, Coda has earned recognition as a 2023 APAC High Growth Company by the Financial Times, one of Granite Asia’s NextGenTech 30 (2024), a payments leader in Fortune’s Fintech Innovation Asia list (2024), and featured in The Straits Times Fastest Growing Fintechs (2024)
