Supervisor - Customer Support

General Summary This Supervisor owns a Customer Care Exchange support team of 15+ analysts that supports the US region on a rotating shift, and is accountable for its results. The role mixes strategic work, such as setting team goals and leading change, with hands on work, such as running daily queues, handling escalations and coaching analysts. The role uses AI tools, including Claude, Slack AI and Agentforce, to improve productivity, quality and customer experience, and leads the team through changes in process, product and technology. This position reports to the Senior Manager, Exchange Support. This position requires strong ownership, sound judgment, a passion for excellent customer service, the ability to keep people motivated and aligned in a fast changing environment, and a high level of integrity and work ethic Job Description Team and Goal Ownership Own the team’s goals, performance and results from start to finish, including how the team is staffed and scheduled across rotating shifts. Turn department and business goals into clear targets for the team and for each analyst, and make sure everyone knows how their work supports them. Own the team’s KPIs: CSAT, productivity, QA, MTTR (mean time to resolve), attendance, occupancy, shrinkage, attrition and adherence to hybrid guidelines. Review them regularly, act early when results slip, and escalate when appropriate. Build and maintain a high performing team through hiring input, onboarding, coaching, performance reviews and clear action plans, including support for the bottom quartile. Plan capacity and staffing, and raise staffing needs to management with data. Change Management and Team Engagement Lead the team through changes in process, product, tools and ways of working. Explain the reason, the impact and the plan, and check that the change has been adopted and sustained. Keep people motivated, engaged and aligned with team and business goals through regular one to ones, team huddles, recognition and honest feedback. Watch for early signs of low morale, resistance or burnout, and act on them with empathy and clear next steps. Mentor direct reports and analysts on career growth and leadership skills, and build a pipeline of future leaders. AI, Automation and Process Improvement Use AI tools, including Claude, Slack AI and Agentforce, to improve the team’s productivity, quality and customer experience, and to automate routine work. Identify and prioritize automation and process improvement opportunities, work with the Business Analyst and Automation teams, and track the results. Build AI skills across the team by sharing good practice and use cases, and by coaching analysts to use the tools well and to protect customer data. Proactively create projects and process efficiencies that improve scalability, quality and customer satisfaction, and keep process documents and resource materials current so the whole team works to one standard. Customers, Escalations and Cross Functional Work