Customer Support Supervisor

Why Coda

Coda is a global growth engine for commerce. We bring together powerful capabilities that connect people, digital products, and payments through our suite of trusted digital monetization and distribution solutions.

We recently acquired Recharge, Europe’s leading prepaid payments and digital gift card business, bringing both companies together into one organisation with broader reach, deeper capabilities across B2B and B2C commerce and a stronger global footprint.

Today, we stand as a team of more than 600 people, representing 57 nationalities across 23 locations. We are headquartered in Singapore with offices in Amsterdam, Dubai, Shanghai and other hubs across Southeast Asia.

Our B2B business works with publishers and brands to support growth across markets. We run Codapay for local payment acceptance and Custom Commerce for direct-to-consumer webstores. We manage catalogue, prepaid and distribution services that extend reach globally, and we operate Giftcloud’s rewards and incentives capabilities. We take on the operational complexity around payments, tax and compliance so partners can scale with clarity and focus.

On the consumer side, we operate a portfolio of trusted storefronts including Codashop, Recharge.com , Startselect.com , mobiletopup.co.uk and other local sites that give customers secure and easy access to digital credit, game vouchers, gift cards and prepaid products.

Our people are at the heart of what we do. Coda’s culture is centered on respect, clarity, ownership, and collaboration. We work hard and play hard together.

If you’re looking for growth and impact in a fast-paced global team, Coda is the place for you.

An experienced and results-driven Customer Support Supervisor / Senior Supervisor to lead and oversee the performance of our customer support team. The ideal candidate will be responsible for ensuring high-quality service delivery, fostering a positive work environment, and driving team efficiency across multiple support channels, including email, web forms, Live Chat, social media, and instant messaging platforms.

Key Responsibilities:
• Oversee daily operations for a customer support team of 4 to 8 specialists, ensuring SLAs and quality standards are consistently met.
• Monitor and evaluate team performance through metrics, KPIs, and regular audits, providing constructive feedback and coaching to improve outcomes.
• Handle escalated customer inquiries or complaints, ensuring swift and satisfactory resolution.
• Develop schedules and manage resources to ensure adequate coverage across support channels.
• Collaborate with internal departments to resolve complex issues and enhance overall customer satisfaction.
• Lead team meetings, training sessions, and one-on-one coaching to keep the team informed and motivated.
• Identify opportunities for process improvements and implement strategies to optimize team performance and customer experience.
• Prepare reports on team performance, customer feedback, and operational challenges for management review.
• Foster a supportive and collaborative team environment that encourages growth and learning.

Qualifications:
• Proven experience in customer support, with at least 1 to 3 years in a supervisory or leadership role.
• Strong understanding of customer support metrics, tools, and best practices.
• Exceptional communication and interpersonal skills, with the ability to manage and inspire a diverse team.
• Proficiency in CRM and ticketing systems such as Zendesk, Freshdesk, or similar platforms.
• Problem-solving skills with the ability to make decisions in a fast-paced environment.
• Basic proficiency in English; multilingual abilities are a plus.
• Willingness to work flexible hours, including shifts, weekends, and holidays if required.

Preferred Skills:
• Experience in e-commerce or digital services industries.
• Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries
• Knowledge of workforce management and scheduling tools.
• Ability to analyze data and derive actionable insights for team improvement.
• Demonstrated ability to handle escalations with a customer-centric approach.

We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.

Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!