Customer Care Supervisor / Customer Support Manager – Peterborough (hybrid)

📋 Description

• Lead customer-facing teams delivering high-volume support to global clients and educational
• Manage SLAs, KPIs, quality standards, and customer satisfaction measures.
• Coach and develop team members; oversee resource and capacity planning for resilience.
• Champion a customer-first culture across channels; drive continuous improvement.
• Collaborate with global regions; implement best practices and maintain service excellence.
• Act as escalation point for complex queries and support change initiatives.

🎯 Requirements

• Experience in managing people and leading client-facing teams in high-volume transactional services.
• Ability to remain calm and resilient solving problems and recovering from mistakes.
• Experience delivering high-quality, responsive services in a service-focused environment.
• Experience identifying and driving improvements in systems, processes, and practices.
• Good knowledge of MS applications; capacity planning and performance management skills.
• Experience in Financial or Education sector is an advantage; high school diploma or degree required.

🎁 Benefits

• Market competitive monthly salary; annual bonus opportunity.
• Great career growth in a global organization.
• Hybrid work arrangement (2-3 days in the office).
• Generous insurance (health, disability, life) and leave policies.
• Paid holidays and wellness days; volunteering time off.
• Other competitive perks and benefits.