Customer Support Supervisor
Smartbox GroupPortugal
Posted March 2, 2026
Full Time
About the Company
We are part of the Smartbox Group, present in 10 European countries, maintaining our initial purpose of inspiring people to experience the best of life.
Job Description
We are looking for a Supervisor to lead our internal support team, focusing on operational excellence and team development. As a Player-Coach, you will intervene directly in complex cases and lead by example, maintaining direct contact with the customer in case of need to understand their pain points and help implement our strategic plan for optimization.
Requirements
- Leadership: Managing the daily operations of the team, ensuring service quality.
- Talent Development: Conducting regular check-ins (1-1) and quality audits, focusing on the coaching needed for each team member to grow with us.
- KPI Management with Purpose: Monitoring metrics such as CSAT, FRT, and First Contact Resolution, analyzing the "why" behind the numbers to suggest improvements in the product or process.
- Strategy & AI: Collaborating in the execution of the support strategy and leading the adoption of AI tools, ensuring that technology enhances our human empathy.
- Process Optimization: Identifying customer behavior patterns and implementing continuous improvements in the workflow.
