Customer Operations Night Supervisor

Summary

Join GoCardless as a dedicated and dynamic Supervisor in our Customer Operations team based in Riga, managing the night shift. You will be instrumental in building a high-performing team, ensuring smooth daily operations, and fostering a customer-centric culture. This role involves hands-on support, effective workload management, and driving team motivation and engagement. The position requires managing daily operations, supporting team development, overseeing performance, leading knowledge and skills development, boosting motivation and engagement, monitoring attendance and accountability, and improving customer experience. A minimum of 3-5 years of experience in a customer operations or supervisory role is required, along with strong leadership, communication, problem-solving, and organizational skills. GoCardless offers competitive compensation, wellbeing support, a work-away scheme, adaptive working, equity, parental leave, and generous time off.

Requirements

• Experience: Minimum of 3-5 years in a customer operations or supervisory role, with a proven track record of managing teams and driving performance
• Leadership Skills: Strong leadership skills with the ability to motivate and engage a team. Experience in managing performance and fostering a high-performance culture
• Product Knowledge: Demonstrated ability to quickly learn and understand complex products and services. Experience in training and knowledge-sharing is a plus
• Communication Skills: Excellent verbal and written communication skills in English. Ability to clearly convey information and instructions to the team
• Problem-Solving: Strong analytical and problem-solving skills with the ability to think critically and make decisions under pressure
• Organisational Skills: Exceptional organisational skills with the ability to manage multiple tasks and priorities effectively
• Interpersonal Skills: Strong interpersonal skills with the ability to build rapport and maintain positive relationships with team members and stakeholders
• Adaptability: Ability to adapt to changing circumstances and work effectively in a fast-paced environment

Responsibilities

• Oversee day-to-day operations of the Customer Operations team, ensuring tasks are completed efficiently and to a high standard
• Coordinate with the rotation night team members to manage workloads, prioritise tasks, and allocate resources effectively to meet performance targets
• Serve as the first point of contact for team members to address operational issues and provide guidance on best practices
• Work closely with the team to provide hands-on support during peak times, including assisting with customer inquiries and troubleshooting
• Foster a collaborative environment where team members feel supported and valued
• Establish clear performance expectations and targets for the team in collaboration with the Management team, aligned with company objectives
• Monitor team performance through KPIs and metrics, providing regular updates to senior management
• Identify and address underperformance promptly, developing action plans to support team members in meeting their goals in coordination with line managers
• Lead by example in acquiring deep product knowledge and staying updated with the latest product features and updates
• Organise and facilitate training sessions and workshops to enhance team knowledge and skills
• Encourage a culture of continuous learning and knowledge sharing within the team
• Implement recognition and reward programs to celebrate individual and team successes, fostering a positive and motivating work environment
• Promote a high-performance culture by setting high standards and leading by example
• Actively work to build trust and morale within the team through transparent communication and consistent support
• Monitor team attendance and ensure adherence to company policies regarding attendance and punctuality
• Address any attendance issues promptly, providing support and resources as needed to help team members maintain regular attendance
• Regularly review sickness levels and work with team members to understand and mitigate any underlying issues contributing to absenteeism
• Ensure the team consistently delivers high-quality customer service, contributing to positive customer experiences
• Analyse customer feedback and identify areas for improvement, working with the team to implement changes as needed
• Maintain a high service level achievement (SLA) and customer satisfaction index (CSI)

Benefits

• Wellbeing : Dedicated support and medical cover to keep you healthy
• Work Away Scheme : Work from anywhere for up to 90 days in any 12-month period
• Adaptive Working : Our hybrid model offers flexibility, with in-office days determined by your team
• Equity : All permanently employed GeeCees get equity to share in our success
• Parental leave : Tailored leave to support your life's great adventure
• Time Off : Generous holidays, 3 volunteer days, and 4 wellness days annually