B2B Customer & Operations Support Supervisor

Job Purpose

Lead the B2B customer and operations support team to deliver consistent after-sales service for enterprise and SME customers. The role ensures customer cases are owned end to end, resolved within agreed service levels, and coordinated effectively across relevant teams.

Job Responsibilities

• Oversee B2B service requests, incidents, inquiries and complaints from receipt through resolution or confirmed handover.
• Ensure cases are correctly categorized, prioritized, documented and resolved within agreed SLAs.
• Coordinate provisioning, service changes, billing corrections and other approved after-sales processes across B2B services.
• Provide timely case updates to Key Account Managers and customer-facing teams, especially for urgent or high-impact issues.
• Escalate material service risks, recurring failures and unresolved customer issues through the appropriate channels.
• Allocate team workload, coach employees and monitor service quality, productivity, backlog and SLA performance.
• Use case trends and operational evidence to improve processes, escalation paths and support materials.

Job Requirements

• Education: Bachelor’s degree in Business Administration, Telecommunications, Information Technology or a related field. Equivalent relevant experience may be considered.
• Experience: At least 3 years of relevant experience in B2B customer service, enterprise support, after-sales operations, telecommunications or service operations. Previous experience coordinating or leading a team, service desk or operational workstream is strongly preferred.
• Skills: 
  • Strong customer focus and commercial awareness
  • End-to-end case ownership and sound operational judgment
  • People leadership, coaching and workload prioritization
  • Stakeholder management, negotiation and professional communication
  • Problem-solving, reporting and Microsoft Office skills
  • Good written and verbal communication in Khmer and English
  • Experience with CRM or ticketing tools is preferred