Customer Care Supervisor [CDI]

Descripción del puesto:

Présentation de l'entreprise - GOOD BRANDS - TYPOLOGY

Good Brands, the innovative company behind the successful Typology skincare brand, is launching an exciting new venture in the consumer goods space.

Founded by entrepreneur Ning Li, this upcoming brand aims to disrupt the perfume world with a digital-first approach, premium quality products, and a commitment to sustainability.

As we prepare for a global launch, we're seeking talented individuals to join our dynamic team and help shape the future of this groundbreaking brand.

Description du poste

Reporting to the Customer Service Manager, the Supervisor supports the operational management of the team and ensures a high quality of customer interactions. Acting as a key point of contact on the ground, they embody rigor, empathy, and a solution-oriented mindset.

They actively contribute to the upskilling of agents and to the structuring and continuous improvement of service quality.

Main Responsibilities

1. Activity Management and Coordination
* Ensure ticket allocation and a balanced workload across agents (backlog management).
* Guarantee consistent application of procedures and alignment of daily practices.
* Identify operational bottlenecks (ticket types, volumes, time slots, etc.) and propose optimization solutions.
* Act as a smooth liaison between agents, the team lead, and the Customer Service Manager.
* Optimize team scheduling and shift management.
* Support the team during peak activity periods and contribute to ticket handling when needed.
2. Quality Monitoring and Continuous Improvement
* Conduct weekly ticket audits to ensure tone of voice, writing quality, and response consistency.
* Analyze low CSAT tickets and propose optimizations aimed at reducing team workload.
* Identify individual and collective improvement areas (writing, understanding, handling sensitive situations).
* Contribute to updating the knowledge base and macros.
* Build quality reports and monitor key KPIs.
* Proactively contribute to solving recurring issues (product, logistics, tools).
3. Team Support and Development
* Conduct weekly coaching sessions with each agent to work on individual development areas.
* Provide constructive, regular, and motivating feedback.
* Act as a supportive point of contact for the remote team lead and ensure strong alignment with the rest of the team.
* Foster a culture of collaboration, continuous improvement, and service excellence.

Profil recherché

Experience

* 2 to 4 years of experience in customer service (e-commerce, cosmetics, tech, or digital retail).
* Initial experience in team coordination or facilitation.
* Strong customer satisfaction mindset with a high attention to detail.
* Comfortable using CRM tools (Zendesk preferred) and digital collaborative environments (Slack, Notion, Google Sheets, etc.).
Hard Skills

* Excellent written communication skills with strong attention to spelling and clarity.
* Good understanding of customer service KPIs (CSAT, FRT, SLA, backlog).
* Ability to audit, measure, and report on service quality.
* Solid experience with Zendesk or an equivalent customer support tool.
* Reporting and analytical tracking skills.
* Professional proficiency in English (reading, writing, and comprehension).
Soft Skills

* Solution-oriented mindset, with the ability to provide practical and sustainable responses to everyday challenges.
* Strong attention to detail, ensuring accuracy and consistency in customer interactions.
* Supportive and inclusive leadership approach.
* Ability to build trust and motivate others.
* Analytical thinking and intellectual curiosity.
* Proactive and autonomous in execution