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Customer Support Supervisor #vacancy #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$ 📩 if interested, please send your CV to: hr@firebirdtours.com