VIP Support Supervisor

This is a fully remote position, open to applicants in Azerbaijan.

📋 Description

• Assume complete responsibility for the VIP support operations in the Turkish market

• Organize the VIP support line and establish an efficient workflow for agents

• Review, modify, and develop procedures and regulations from the ground up

• Keep agents updated on procedure and product modifications

• Assist agents with complex, atypical, and disputed cases

• Supervise the onboarding of VIP clients and gather client contact information

• Provide personalized feedback on delayed requests and enhance direct VIP communication via WhatsApp, Telegram, and phone calls

• Monitor agent availability, statuses, and timely closure of chats

• Track daily chat ratings, address negative feedback, and improve weak areas

• Manage and enhance SLA while coordinating issue resolution with billing, anti-fraud, and IT departments

• Enforce business rules related to bonuses and prevent fraud and mistakes

• Train agents to evaluate client data before approving bonuses

• Monitor and analyze request volume, topics, agent workload, RA, SLA, and chat ratings

• Maintain accurate reporting documentation

• Conduct weekly and monthly meetings with agents, case reviews, process alignment sessions, and one-on-ones

⛳️ Requirements

• Over 1.5 years of experience as a Supervisor, Team Lead, or Shift Lead in customer support

• Experience in VIP or premium service is a significant advantage

• Proficient in Turkish and Russian

• Practical knowledge of SLA, CSAT, RA, AHT, agent workload, and contact reason dynamics

• Ability to discern cause-and-effect relationships behind metric shifts and make data-driven decisions

• Proficient in Google Sheets or Excel, including the use of pivot tables and formulas

• Familiarity with BI systems such as Looker, Power BI, or Tableau

• Experience in creating schedules, planning shifts, managing online statuses, and overseeing team workload

• Proficient with omnichannel support systems like Zendesk, Freshdesk, Intercom, or LiveChat

• Knowledge of bonus business regulations and the capability to analyze client profiles for fraud indicators

• Cross-functional experience in managing escalations to billing, anti-fraud, and IT

• Proven track record in describing, implementing, and optimizing regulations and workflows from inception

• Strong focus on premium-level client service, empathy, and tactfulness

• Skills in leadership, mentoring, and providing developmental feedback

• Strong analytical and critical thinking abilities

• Resilience and diplomacy when handling critical situations and conflicts

• Proactive with excellent organizational and multitasking skills

🏝️ Benefits

• Children Allowance

• Mental Health Support

• Sport Activities

• Language Courses

• Automotive Services

• Veterinary Services

• Home Office Setup Assistance

• Dental Services

• Books and Stationery

• Training Compensation

• Massage