Customer Support Supervisor – Billing Team for Palta | Remote Worldwide
Palta is a multi-product tech platform developing several mobile apps focused on health and well-being with a combined audience of more than 60 million monthly active users. Our portfolio includes such successful companies as Flo (global leader in female health), Simple (a nutrition and wellness app with over 15m downloads), Zing (personal fitness trainer), and more.
The rapid portfolio growth was fueled by the recently raised $100 million Series B round led by VNV Global, and the group’s revenue is currently sustainably growing 50% YoY.
Simple is a mobile application designed for improving quality of life by changing ones eating habits. It assists users in tracking everything essential to develop healthy eating habits and healthy lifestyles. It shows users’ patterns/insights and motivates them to apply this knowledge to turn their lives around.
Simple is one of the top apps in the Health and Fitness category on the App Store. The app’s audience continues to grow rapidly both in U.S. and European markets, already exceeding 12 million downloads.
We are proud of our people. We believe that the Simple team is the key to our success and the company’s most valuable asset. So, if you are interested in health and wellness, enjoy solving challenging problems, and have always aspired to become part of a global project — we want to hear from you! We are seeking a highly motivated and experienced Customer Support Supervisor to join our team. The ideal candidate will have extensive experience in both email and phone support, along with proven leadership skills in managing a team. This role will require excellent communication skills, critical thinking abilities, and a strong commitment to meeting and exceeding all goals within SLAs.
Responsibilities:
- Manage and lead a team of customer support agents to ensure excellent service delivery across email and phone channels.
- Develop and implement strategies to improve customer support processes and workflows.
- Monitor team performance and provide coaching and feedback to optimize performance and productivity.
- Collaborate closely with management to meet and exceed departmental goals and objectives.
- Ensure all customer inquiries and issues are resolved within established SLAs.
- Maintain a high level of proficiency in English (minimum C1 level) to effectively communicate with customers and team members.
- Demonstrate strong attention to detail and the ability to identify areas for improvement in customer support operations.
- Adapt quickly to changes and new challenges, demonstrating a proactive and positive attitude.
Requirements:
- Minimum of 3 years of experience in a customer support role, with at least 1 year in a supervisory or managerial capacity.
- Proficiency in email and phone support processes and tools.
- Excellent critical thinking skills and the ability to make sound decisions under pressure.
- Managed 15-20 people
- Self-starter with the ability to work independently and as part of a team.
- Strong interpersonal, problem-solving, and analytical skills.
- Ability to thrive in a fast-paced environment with frequently changing priorities.
- Commitment to delivering exceptional customer service and exceeding customer expectations.
