VIP Support Supervisor

Job not on LinkedIn

🔥 0 minutes ago

🇦🇿 Azerbaijan – Remote

⏰ Full Time

🟢 Junior

✨ Supervisor

🚫👨‍🎓 No degree required

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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RISK

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🎯 Recruiter

Recruitment

RISK is a company whose website content indicates a careers site and recruitment portal. The site provides cookie management and privacy information, job listings, and an employee login; the careers platform appears to be powered by Teamtailor. The visible content focuses on hiring and candidate/employee access rather than specific products or industry verticals.

📋 Description

• Take full ownership of the VIP support function on the Turkish market • Organise the VIP support line and build an efficient workflow for agents • Audit, adjust and create procedures and regulations from scratch • Keep agents informed about procedure and product changes • Support agents with complex, non-standard and disputed cases • Oversee VIP client onboarding and collect client contacts • Provide personal feedback on delayed requests and grow direct VIP communication through WhatsApp, Telegram and calls • Monitor agent presence, statuses and timely chat closure • Track daily chat ratings, respond to negative feedback and fix weak areas • Own and improve SLA while coordinating issue resolution with billing, anti-fraud and IT • Enforce bonus business rules and prevent fraud and errors • Train agents to analyse client data before granting bonuses • Track and analyse request volume, topics, agent workload, RA, SLA and chat ratings • Maintain reporting documentation • Run weekly and monthly agent meetings, case reviews, process-alignment sessions and one-on-ones

🎯 Requirements

• 1.5+ years as a Supervisor, Team Lead or Shift Lead in customer support • VIP or premium service experience is a key advantage • Fluent Turkish and Russian • Hands-on experience with SLA, CSAT, RA, AHT, agent workload and contact reason dynamics • Ability to identify cause and effect behind metric changes and make decisions based on numbers • Confident use of Google Sheets or Excel, including pivot tables and formulas • Experience with BI systems such as Looker, Power BI or Tableau • Experience building schedules, planning shifts, controlling online statuses and team workload • Experience with omnichannel support systems such as Zendesk, Freshdesk, Intercom or LiveChat • Knowledge of bonus business rules and ability to analyse a client profile for fraud indicators • Cross-functional experience with escalations to billing, anti-fraud and IT • Proven experience describing, implementing and optimising regulations and workflows from scratch • Premium-level client focus, empathy and tact • Leadership, mentoring and developmental feedback skills • Analytical and critical thinking • Resilience and diplomacy in critical situations and conflicts • Proactivity, strong organisation and multitasking

🏖️ Benefits

• Children Allowance • Mental Health Support • Sport Activities • Language Courses • Automotive Services • Veterinary Services • Home Office Setup Assistance • Dental Services • Books and Stationery • Training Compensation • Massage