Customer Support Supervisor

Customer Support Supervisor

PalmPay is seeking an experienced and people-focused Customer Support Supervisor to lead and manage customer service operations in Bangladesh. This role is responsible for ensuring high-quality customer support across all channels, managing service teams, improving processes, and driving customer satisfaction in a fast-paced fintech environment. The ideal candidate will have strong leadership experience in customer service or contact center operations, preferably within fintech, MFS, banking, telecom, or digital services.

Key Responsibilities

• Oversee day-to-day customer service operations across call center, chat, email, and social media channels.
• Ensure timely and accurate resolution of customer inquiries, complaints, and escalations.
• Maintain high service quality standards aligned with company SLAs and KPIs.

• Lead, coach, and develop customer service supervisors, officers, and agents.
• Set clear performance targets and monitor achievement.
• Conduct regular performance reviews, coaching sessions, and training needs assessments.

• Continuously review and improve customer service processes to enhance efficiency and customer experience.
• Work closely with Quality Assurance teams to monitor service quality and implement corrective actions.
• Identify recurring customer issues and collaborate with Product, Tech, and Operations teams to resolve root causes.

• Act as the voice of the customer by sharing insights, feedback, and trends with internal stakeholders.
• Collaborate with Compliance and Risk teams to ensure complaint handling aligns with regulatory requirements.
• Support new product launches by preparing customer service readiness, scripts, and FAQs.

• Prepare and present daily, weekly, and monthly customer service performance reports.
• Analyze service data to identify trends, gaps, and improvement opportunities.
• Support management with actionable insights to enhance customer satisfaction and retention.

Required Qualifications & Experience

• Bachelor's degree in Business Administration, Management, Communications, or a related field.
• Additional training or certification in customer service or contact center management is an advantage.

• 7+ years of experience in customer service or contact center operations.
• At least 3–5 years in a managerial or supervisory role.
• Prior experience in fintech, MFS/PSP, banking, telecom, or digital services is highly preferred.
• Experience managing large customer service teams and handling escalations.

• Strong leadership, coaching, and people management skills.
• Excellent communication skills in Bangla and English.
• Customer-centric mindset with strong problem-solving ability.
• Ability to analyze data and translate insights into action.
• Comfortable working in a fast-paced, high-volume service environment.

Compensation & Benefits

• Competitive salary
• Performance-based incentives
• Festival bonuses and mobile/internet allowance
• Career growth opportunities in a global fintech organization