Role Overview
The Helpdesk Customer Support Supervisor is responsible for delivering high-quality customer support across multiple channels, while overseeing team performance and handling increasingly complex issues depending on tier level. This role spans from operational supervision to advanced technical expertise, supporting both customer experience and continuous process improvement.
Key Responsibilities
Core Responsibilities (All Tiers)
- Manage and respond to customer inquiries via chat, email, and ticketing systems in a high-volume environment
- Ensure timely resolution of issues in line with defined service levels and performance metrics
- Document customer interactions, troubleshooting steps, and resolutions accurately
- Collaborate with internal teams to resolve customer concerns and improve service delivery
- Support team performance through guidance, coaching, and process adherence
- Contribute to process improvements and knowledge base development
Tier 3 (Scope 3) – Supervisor (Entry-Level Leadership)
- Oversee daily team operations and support resolution of low-complexity inquiries
- Act as a liaison between customers and internal departments for issue resolution
- Monitor team performance and drive improvements in service quality and efficiency
- Lead short-term operational initiatives and workflow enhancements
- Provide guidance to team members and ensure adherence to processes and standards
Tier 2 (Scope 2) – Supervisor (Intermediate Support & Escalations)
- Handle high-volume, complex customer inquiries and escalations
- Troubleshoot issues related to campaign setup, performance, targeting, billing, and tracking
- Guide customers on best practices to optimize platform usage
- Ensure SLA adherence for response time, resolution, and customer satisfaction
- Maintain detailed case documentation and contribute to internal knowledge resources
- Collaborate with peers and team leads to improve service quality and operational efficiency
- Work in a rotational shift schedule supporting global operations
Tier 1 (Scope 1) – Supervisor (Advanced Technical / SME)
- Act as the escalation point for highly complex technical and integration-related issues
- Troubleshoot advanced concerns involving APIs, tracking implementations, and system integrations
- Analyze logs, data flows, and system outputs to diagnose and resolve issues
- Use data querying techniques to investigate discrepancies and generate insights
- Collaborate with engineering and product teams on root cause analysis and improvements
- Support server-to-server integrations, data mapping, and technical configurations
- Develop technical documentation, troubleshooting guides, and reusable solutions
- Participate in testing and validation of new features and integrations
- Explore automation opportunities to improve workflows
Qualifications
Tier 3 (Scope 3)
- Bachelor's degree in Business, Marketing, Communications, or related field, or equivalent experience
- 0–2 years of experience in customer or technical support, preferably in a BPO or digital services environment
- Basic understanding of digital advertising concepts
- Strong communication and customer handling skills
- Familiarity with CRM and ticketing systems
- Ability to multitask in a KPI-driven environment
Tier 2 (Scope 2)
- Bachelor's degree in Business, Marketing, Information Technology, or related field
- 2–4 years of experience in customer or technical support
- Experience with customer support tools and ticketing platforms
- Strong understanding of digital advertising concepts (e.g., campaign metrics, targeting, tracking)
- Analytical mindset with ability to interpret data and recommend improvements
- Strong communication and interpersonal skills
- Ability to work in a fast-paced, shift-based environment
Tier 1 (Scope 1)
- Bachelor's degree in Computer Science, Information Systems, or related technical field
- 2–4 years of experience in backend support, technical integrations, or similar roles
- Strong proficiency in data querying and analysis
- Experience working with APIs, webhooks, and system integrations
- Ability to interpret structured data formats (e.g., JSON, XML)
- Strong understanding of tracking, attribution, and analytics concepts
- Excellent problem-solving and cross-functional collaboration skills
