Customer Service Supervisor

About the Role

Laverne Group is seeking a Customer Service Supervisor to lead its customer service team in Riyadh, Saudi Arabia. This full-time role focuses on ensuring a high-quality and consistent customer experience across all digital communication channels. The ideal candidate will have 2-5 years of relevant experience.

Role Overview

The Customer Service Supervisor will be responsible for overseeing the daily operations of the customer service team, ensuring that all customer interactions align with brand standards. This position involves direct supervision, training, and performance monitoring to maintain service excellence and address customer needs effectively across various digital platforms.

Key Responsibilities

• Supervise and manage the customer service team across X (Twitter), Instagram, WhatsApp, and other digital channels.
• Ensure customer responses are consistent with the brand’s tone of voice and communication standards.
• Monitor daily messages, comments, mentions, and direct messages to ensure timely and high-quality responses.
• Handle and escalate critical customer cases and sensitive issues when required.
• Manage customer complaints and digital communication crises before they escalate.
• Train and coach the customer service team to maintain professional and consistent communication.
• Monitor customer service KPIs, including response time, customer satisfaction, and ticket resolution rate.
• Analyze recurring inquiries, feedback, and complaints and prepare reports to improve the overall customer experience.
• Coordinate with Logistics, Shipping, Order Management, Content, and other relevant teams to ensure accurate and smooth communication.
• Ensure a consistent customer experience across digital channels and the e-commerce platform.

Qualifications and Requirements

• Minimum of 3 years of experience in Customer Service or Customer Experience, preferably within e-commerce or digital channels.
• Previous experience in supervising or leading a customer service team.
• Strong communication, problem-solving, and complaint-handling skills.
• Experience in monitoring customer service KPIs and preparing performance reports.
• Good knowledge of digital customer service channels and social media platforms.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a dynamic customer service environment focused on digital communication channels and e-commerce operations.

Application Process

Candidates who meet the above requirements are encouraged to apply.