Customer Assistance - Team Supervisor

Role: Customer Assistance | Team Supervisor

About the Role

We are looking for a Team Supervisor with a strong technical background, excellent communication skills, and the ability to supervise, mentor and train others. This is an excellent opportunity for someone passionate about technology and customer service, who has the experience and confidence to support and guide a growing team.

Key Responsibilities

• Provide Team Supervision and 3rd line technical support, focusing on supporting a 24/7 team as well as having the ability to help the team resolve escalated issues efficiently.
• The ability to oversee Triage of support tickets and work with UK-based agents to ensure the team handover issues effectively.
• An understanding of cPanel and/or Plesk, to a depth sufficient the team troubleshoot and resolve issues.
• Ability to oversee administration of Windows and Linux systems, ensuring the team maintain their security, stability, and optimal performance.
• Train and mentor all lines of support engineers, helping them develop their technical skills.
• Develop on-site processes with the support of UK based staff that help the team deliver outstanding customer service, ensuring clear, professional, and effective communication.
• Oversee the support email systems, with a strong understanding of email protocols such as SMTP, IMAP, and POP3.
• Maintain and improve processes to enhance efficiency within the support team.

What are we Looking For Supervision, Leadership & Mentoring Skills

• Experience in leading a growing a customer service team by providing supportive supervision with oversight of performance and or mentoring
• Working with the an organisation based in the UK developing supportive relationships and managing complex customer issues while growing a team who will be on a learning journey
• A proactive and approachable attitude towards supporting and training others.
• Ability to support team members to deliver excellent service

Experience & Technical Skills

We are seeking someone with:

• Proven ability to oversee and develop growing 24/7 teams
• Proven experience working with cPanel or Plesk.
• Proficiency in using the command-line interface (CLI) for troubleshooting and system management.
• Relevant cPanel or Plesk certifications (or equivalent qualifications).
• Experience in administering Windows and Linux operating systems.
• Knowledge of Microsoft 365 and email systems.
• Familiarity with Excel for reporting.
• Comfort in handling live chat support.
• Experience with web hosting services.

Skills

• Strong written and verbal communication skills in English.
• The proven ability to supervise a growing team working with UK managers to ensure strong performance with a focus on delivering service for customers
• The ability to build trust and rapport with customers and colleagues.
• A solid understanding of customer service best practices.

Personal Attributes

• Ability to supervise and develop a growing team working with senior managers in the UK to ensure customer service is delivered.
• Able to stay calm under pressure and manage multiple tasks with professionalism.
• A collaborative mindset with a passion for technology and problem-solving.