Customer Care Supervisor

Customer Care Supervisor

Location:
Peristeri, Athens

Employment Type:
Full-time (On-site)

About the Role

Spitishop
, Greece's No.1 online home store, is looking for a
Customer Care Supervisor
to lead our Customer Service team.

You'll be responsible for coordinating, monitoring, and optimizing all communication processes with our customers, ensuring that every inquiry is handled efficiently, accurately, and with care.

This is a key leadership role that combines team management, performance monitoring, and cross-departmental collaboration to elevate the overall customer experience.

What You'll Do

• Oversee daily Customer Care operations (phone, email, chat, social).
• Track and analyze key performance metrics (CSAT, FRT, AHT, quality scores, productivity reports).
• Manage escalations and support in resolving complex customer cases.
• Ensure compliance with internal procedures and effective use of systems (ERP, ticketing tools).
• Coach, train, and evaluate the Customer Care team to achieve high performance.
• Collaborate closely with logistics, commercial, and marketing teams to resolve issues impacting customer satisfaction.
• Contribute ideas to improve workflows, communication scripts, and templates.

What We're Looking For

• Bachelor's degree (University or Technical Institution).
• Minimum 5 years of experience in a similar role within a Call Center environment.
• Excellent command of Greek and English (written and spoken).
• Strong computer skills and proficiency in MS Office.
• Proven experience in managing and developing teams.
• Strategic mindset with strong analytical and problem-solving skills.

What We Offer

• Competitive salary package.
• A stable, well-structured, and supportive work environment.
• Continuous training and professional growth opportunities.
• Exclusive employee discounts on over
  75,000 home products
  .
• Would you like me to make it
  more engaging and employer-branded
  (e.g., with a friendlier tone, emojis, and a short intro about Spitishop's culture and mission for better LinkedIn engagement)?