- Location
- EMEA-United Kingdom
- Type
- Full-time
- Department
- Customer Service
Description
Sr. Supervisor Customer Success
Department: Customer Support
Employment Type: Full Time
Location: EMEA-United Kingdom
Description
The Customer Success Senior Supervisor is a mid-management role responsible for the operational leadership and performance of a customer service team within the UKI organization. Operating with a high degree of autonomy, the role ensures the consistent delivery of high-quality customer support in line with agreed service standards, policies, and KPIs. The Senior Supervisor leads, coaches, and develops team members, manages workload and capacity, and oversees day-to-day execution to ensure efficiency, compliance, and customer satisfaction.
Reporting to the Customer Success Manager, the role acts as a key operational link between frontline teams and wider business functions. The Senior Supervisor contributes to continuous improvement initiatives, supports cross-functional collaboration, and represents the voice of the customer to help drive incremental enhancements to customer experience and processes, in line with organizational objectives.
Key Responsibilities
- Provide day‑to‑day operational leadership for the Customer Success team, ensuring consistent delivery of high‑quality support aligned with service standards, SLAs, and KPIs.
- Oversee the execution of frontline customer support activities across all channels’, ensuring workload is effectively planned, prioritised, and balanced across the team.
- Monitor team performance against agreed metrics, identifying risks, trends, and improvement opportunities, and taking timely corrective action where required.
- Act as escalation point for complex or sensitive customer issues, ensuring effective resolution while protecting customer experience and company standards.
- Ensure adherence to established processes, policies, and compliance requirements, leading by example and reinforcing operational discipline.
- Lead, coach, and develop a team of Customer Success employees, fostering a high‑performance, customer‑centric culture.
- Support onboarding, training, and ongoing capability development to ensure team members have the skills and knowledge required to perform effectively.
- Conduct regular one‑to‑ones, performance reviews, and development discussions, providing clear feedback, guidance, and support.
- Promote accountability and ownership within the team, supporting engagement, motivation, and retention.
- Build strong, trust‑based relationships with customers by ensuring consistent, proactive, and high‑quality engagement through the team.
- Act as the Voice of the Customer, identifying recurring themes, customer pain points, and improvement opportunities, and sharing insights with relevant stakeholders.
- Collaborate closely with cross‑functional partners including Sales, Marketing, Manufacturing, Education, and Clinical Support to ensure smooth end‑to‑end customer journeys.
- Partner with commercial teams to support customer satisfaction, retention, and overall business objectives.
- Drive continuous improvement initiatives by identifying process inefficiencies, best practices, and opportunities to enhance customer experience and operational effectiveness.
- Contribute to and, where appropriate, lead cross‑functional or regional projects, providing operational input and governance to support innovation and change initiatives.
- Develop, maintain, and communicate clear operational reporting and dashboards, providing regular updates on performance, trends, and actions.
- Ensure the Knowledge Base is established, maintained, and kept up to date to support consistent and efficient service delivery.
- Operates with a high degree of autonomy within defined policies and guidelines.
- Typically reports to a Customer Success Manager and is responsible for the performance and development of a reasonably sized customer support team.
Skills, Knowledge & Expertise
EDUCATION:
• Minimum of bachelor’s degree, Customer Support or related discipline or combination of education and equivalent work experience required.
EXPERIENCE:
• Requires 3+ years directly related (people management) experience.
REQUIRED SKILLS AND ABILITIES:
- Strong customer‑service mindset with a focus on quality and consistency.
- Effective verbal and written communication skills.
- Ability to coach, support, and motivate team members.
- Strong organizational skills with the ability to manage competing priorities.
- Solid problem‑solving and troubleshooting capabilities.
- Confidence in handling escalations and sensitive customer situations.
- Ability to work hands‑on and lead by example.
- Strong sense of ownership, accountability, and professionalism.
- Team‑oriented approach with the ability to collaborate across functions.
Skills
ComplianceCustomer Service
