Customer Support Supervisor

JOB SUMMARY

The Customer and Driver Support Supervisor serves as the second in command of the Customer and Driver Support team, with a dual mandate over team performance and service quality. This role oversees support operations across all of Xpress's service verticals — existing and as new ones are introduced — ensuring that every support interaction is handled efficiently, measured consistently, and continuously improved.

Support is delivered primarily through chat, email, and ticketing systems, with calls available as a channel as operational needs evolve. Beyond managing day-to-day operations, this role also owns the team's tools, knowledge resources, and quality standards — making sure agents are always equipped with the right information, the right processes, and a properly configured support environment to do their jobs well.

The ideal candidate is a hands-on leader who can balance operational oversight with people development — someone who holds the team to high standards, proactively identifies gaps, and can step up to manage the full scope of support operations when needed. This role is expected to be onsite at least 3 days a week or more as required.

 KEY RESPONSIBILITIES

Team Leadership and Performance Management

• Directly supervise and develop Customer and Driver Support Representatives, serving as the team's primary escalation point and operational lead.
• Set individual and team performance targets aligned with company KPIs and SLAs, and hold agents accountable through regular tracking and performance reviews.
• Conduct one-on-one coaching sessions, team huddles, and calibration meetings to drive continuous improvement in both output and quality of support.
• Manage and enforce team attendance, ensuring timely and accurate logging, addressing patterns of tardiness or absenteeism, and coordinating leave approvals in line with company policy — while maintaining adequate shift coverage across all verticals at all times.
• Manage workforce scheduling and shift coverage to ensure adequate team capacity as Xpress's service verticals grow.
• Work schedules may rotate based on operational requirements; the role is expected to work on holidays and weekends as needed to ensure continuous support coverage.

Quality Assurance and Service Standards

• Monitor and evaluate the quality of support interactions across all channels — chat, email, and tickets — using established QA frameworks to ensure consistent adherence to service standards.
• Review QA audit findings, identify patterns, and implement corrective actions at both team and individual level.
• Own key service metrics including response time, resolution rate, first contact resolution (FCR), and CSAT, and report performance against targets to the Command Center and Service Operations Manager regularly.
• Ensure strict compliance with company policies, SLAs, and data privacy standards.

Support Platform Administration

• Serve as the team's primary administrator for the support platform/CRM, ensuring it is properly configured and up to date at all times.
• Manage platform settings, wrap codes, ticket categories, and queue configurations in line with current workflows and any new verticals or processes being introduced.
• Create and maintain automated workflows, routing rules, and triggers to improve team efficiency and response consistency.
• Update system content such as holiday greetings, away messages, and other automated touchpoints to reflect current operations and service standards.
• Coordinate with Tech and Product teams on platform integrations, updates, or any system-level changes that affect support operations.

Knowledge Base and Resources Management

• Own and maintain the team's knowledge base, ensuring all content — process guides, vertical-specific information, escalation paths, and product updates — is accurate, complete, and easy to navigate.
• Manage the team's library of canned responses, macros, and templates, ensuring they are current, on-brand, and aligned with actual support scenarios.
• Flag outdated or missing content and coordinate with the relevant teams to get it updated promptly.
• Ensure all resources are structured so agents can find what they need quickly, whether they're handling a familiar case or something newly introduced.

Escalation and Issue Resolution

• Handle escalated concerns from both customers and drivers across all service verticals, ensuring timely resolution with minimal disruption to service delivery.
• Coordinate with cross-functional teams — Operations, Transport, Product, Tech, and Onboarding — on complex or recurring issues that require multi-team involvement.
• Identify systemic issues and work with the appropriate teams to implement fixes or workarounds, feeding learnings back into the knowledge base and platform configuration as needed.

Reporting and Process Improvement

• Prepare and present regular performance and quality reports to the Command Center and Service Operations Manager.
• Identify recurring issues, process gaps, or inefficiencies across verticals and proactively raise recommendations for improvement.
• Support the rollout of process changes and assist in implementing improvements across the team and its tools.

QUALIFICATIONS

Minimum Qualifications

• Bachelor's degree in Business Administration, Communications, Management, or a related field.
• At least 3–5 years of customer service experience, preferably in a ride-hailing, transport, logistics, or BPO environment.
• At least 2 years of experience in a supervisory role with direct people management responsibilities.
• Strong leadership, coaching, and interpersonal skills with the ability to manage both individuals and team dynamics effectively.
• Hands-on experience administering a support platform or CRM (e.g., managing settings, automations, queues, or similar configurations).
• Proficient in using ticketing systems and reporting tools.
• Excellent written and verbal communication skills in both English and Filipino.
• Strong analytical and decision-making skills; able to manage competing priorities under pressure.
• High attention to detail, particularly in quality evaluation, performance tracking, and content accuracy.

Preferred Qualifications

• Experience in the ride-hailing or transportation industry, with familiarity in driver and rider app workflows across multiple service types.
• Demonstrated experience using AI tools to improve personal and team productivity, work output quality, and operational efficiency.
• Background in quality assurance, calibration processes, or workforce management.
• Experience managing a team's knowledge base, canned response library, or internal documentation system.
• Familiarity with SLA management and process improvement frameworks.