Customer Support Supervisor

Firebird is a travel company, and providing outstanding customer experience is at the core of our business. We are looking for a Customer Support Supervisor who will build, guide, and scale our support team, ensuring that every customer interaction is smooth, helpful, and professional.

Job functions:

• Lead, mentor, and motivate a team of customer support specialists.
• Set up effective workflows, schedules, and processes to handle inquiries efficiently.
• Monitor team performance, track KPIs (response time, resolution rate), and report results to management.
• Handle escalated customer issues and provide solutions in a timely manner.
• Collaborate with product, operations, and marketing teams to communicate customer feedback and improve service.
• Train new team members and ensure consistent knowledge updates across the team.
• Identify opportunities for process automation and support tools optimization.

Requirements for the Position:

• 5+ years of experience in customer support, with at least 2 years in a leadership role.
• Strong communication and people management skills.
• Hands-on experience with customer support platforms (Aircall, Intercom or similar).
• Data-driven approach with the ability to interpret KPIs and make process improvements.
• Ability to handle difficult situations and maintain a positive team culture.
• Fluent English.

We offer:

• Work in a friendly, young and ambitious team with ready to change management.
• Career opportunities.
• Remote work, 5 days a week (Mon-Fri).
• Unique working experience in the best travel company.
• Ability to grow and level up skills in a dynamically developing team.
• Fixed salary 2000$ - 2500$.