Customer Resolution Supervisor

Job Purpose

Lead the Customer Resolution Team to take end-to-end ownership of escalated B2C and B2B customer cases. The role ensures cases are accurately diagnosed, resolved within agreed service levels, and escalated to specialist teams only when necessary, while improving ticket quality and reducing unnecessary handoffs.

• Shift A : 6:00 AM-2:00 PM
• Shift B : 2:00 PM-10:00 PM

Job Responsibilities

• Own escalated customer cases through resolution and ensure complex or high-impact cases receive timely intervention.
• Control ticket ageing and backlog, prevent case bouncing, and ensure cases are not closed before resolution is confirmed.
• Lead the resolution team, allocate workload, manage shift performance and ensure effective handover between shifts.
• Monitor resolution SLAs, reopened and repeat cases, and coordinate specialist teams until outstanding issues are resolved.
• Determine when escalation to Network, SOC, IT, vendors or other resolver groups is genuinely required.
• Coach employees to strengthen investigation, troubleshooting, documentation and end-to-end case ownership.
• Provide structured feedback to frontline channels to improve ticket quality and first-level resolution.
• Analyze recurring complaints and work across functions to improve processes, systems, diagnostic tools and customer outcomes.

Job Requirements

• Education: Bachelor’s degree in Business Administration, Customer Service, Management or a related field is preferred. Equivalent relevant experience may be considered.
• Experience: Minimum 3 to 5 years of experience in Customer Service, Contact Center, Back Office, Complaint Management or related operations. Previous team leader or supervisory experience is preferred. Telecommunications operational experience and experience coordinating cases across multiple departments are strong advantages.

Skills:

• Strong complaint investigation, troubleshooting and problem-solving
• Good knowledge of ticketing systems, SLA management and escalation processes
• People leadership, coaching and shift management
• Strong stakeholder management and cross-functional coordination
• Ability to interpret customer and operational data and identify trends
• Constructive challenge and continuous-improvement mindset
• Strong written and verbal communication
• Ability to manage competing priorities in a fast-moving environment