Customer Support Supervisor

Adanola exists because of our customers, so we strive to have a team of people that are dedicated to making sure our new, returning and extremely loyal customers are very well looked after. The Customer Support Supervisor role reports directly into the Customer Support Manager. They will work together with the Customer Support Advisors and wider CS team to ensure we continually provide a high level of service to our Adanola customers to drive customer retention & satisfaction.

About the role:

• Lead a team of Customer Support Advisors giving them clear KPI’s & goals whilst keeping them motivated and happy.
• Proactively manage team performance, react accordingly and communicate clearly to team member(s) & Customer Support Manager.
• Lead shifts to ensure the team are set up for success through clear shift briefings and handovers.
• Use rotas and the company brand planner to plan ahead of time, ensuring all skills are covered for every shift.
• Successfully deal with escalated queries and keep an open feedback loop to Customer Support Manager.
• Be the voice of the customer to the wider business and proactively resolve issues as they arise.
• Collaborate with all teams in the business to continually better the customer experience.
• Review skills matrix weekly and work closely with Senior Customer Support Advisors to close any team skills/knowledge gaps.
• Provide valuable insights at weekly meetings.
• Successfully complete accurate reporting on a weekly basis.
• Excellent knowledge of all systems and processes whilst continuing to drive performance and create efficiencies.

About you as a leader:

• Previous experience/examples of team support and leadership within an online customer service team.
• Set clear expectations and create a shared purpose within your team.
• Have awareness of your own leadership style and an ability to adapt your approach to engage and motivate your team.
• Provide regular balanced feedback to recognise great work, and deal with any issues before they escalate.

About you:

• Excellent communication skills with literacy skills at a high standard.
• Excellent knowledge of all customer service systems and processes.
• Highly motivated to achieve goals & KPI’s.
• Excellent knowledge of customer service systems such as Dixa, Zendesk & Shopify.
• Communicate effectively in high-pressure scenarios, such as complaint handling/dealing with difficult customers.
• Able to articulate and pass on constructive feedback.
• Proactive and takes initiative rather than waiting for things to happen.
• A passionate and enthusiastic outlook towards the role and Adanola brand.
• The ability to be adaptive and responsive to change.
• Organised.
• Flexible with shifts and weekend work where needed.
• Sees challenges as opportunities for growth.

The Nitty-gritty:

• Full-Time Contract Monday to Sunday - hours between 08:00 - 21:00 (30 min unpaid break)
• Working earlies, evenings & weekends on a rotational basis to provide support to the team 7 days a week.
• 37.5 hours.

Why Adanola?

We’re on a mission to become everybody's everyday uniform and we need great people with great attitudes to help work towards that. Adanola genuinely cares about the people we employ and as we grow will continue to always put People, Product and Profit, in that order. We’re just getting started so you need to be ready to roll your sleeves up and get stuck in but in the most exciting and challenging way. As well as that, we offer a list of benefits to our Ada employees:

• Bonus structure for all employees
• Day off on birthday
• Subsidised food at Everyday Café

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Customer Service

Industries: Retail Apparel and Fashion