Customer Care Supervisor

🚀 We’re Hiring: Customer Care Supervisor | High Tech Talents (HTT) Are you a strong leader with a passion for customer experience, team development, and achieving results? We’re looking for an experienced Customer Care Supervisor to join High Tech Talents (HTT) and lead a Customer Care team focused on service excellence, performance, accountability, and customer satisfaction. 📍 Location: Amman, Irbid (On-site) 🕒 Employment Type: Full-time 🌎 Working Hours: US Eastern Time (ET) 🗣️ Language: Fluent English – Mandatory 💼 Key Responsibilities: Lead, coach, and motivate a team of customer care agents’ day to day Set clear team targets and track KPIs such as response time, resolution rate, and customer satisfaction Maintain quality standards and provide constructive feedback to the team Handle escalated and complex cases and resolve them professionally and quickly Manage shift schedules, attendance, and workload to ensure the team is always covered Train new team members and run regular refresher sessions Identify recurring customer issues and share insights with other departments to address root causes Improve customer care processes, scripts, and procedures Prepare daily, weekly, and monthly performance reports for management Build a positive and respectful team culture focused on accountability Grow the customer base through excellent service and customer retention Ensure team members are accountable for meeting performance and service expectations Follow up on quotes to achieve order booking goals ✅ Requirements: Bachelor’s degree in Business Administration or a related field 5+ years of experience in customer care, including at least 1 year in a supervisory or team lead role Proven ability to lead teams and meet performance targets Strong communication, problem-solving, and conflict-resolution skills Hands-on experience with CRM systems and call center tools Good knowledge of MS Office, especially Excel for reporting Calm under pressure, organized, and detail-oriented Fluent in English, both written and spoken – mandatory Flexible to work US Eastern Time (ET) hours 🌟 Why Join Us? Be part of a growing and dynamic organization Take ownership of a team and make a direct impact on customer experience Work in a collaborative and performance-driven environment Grow your leadership and customer care experience 📩 Interested? Apply now or send your CV to: [redacted email] Show more Show less