Customer Support Supervisor

What We Do
Coda delivers commerce solutions that accelerate global growth for our partners. With over a decade of experience, we’re trusted by 300+ publishers—including Activision, Bigo, Electronic Arts, Moonton, and Riot Games—to grow their revenue and audiences worldwide
Our suite of solutions includes Custom Commerce, a fully customizable web store; Codapay, enabling seamless direct payments through API integration on publishers’ websites; Codashop, the go-to marketplace for millions of gamers to purchase in-game content; and Distribution, extending Codashop content through our network of trusted commerce partners
Headquartered in Singapore with a team of 400+ Codans, Coda has been recognized as an industry leader, named an APAC High Growth Company (2023) by Financial Times, one of Granite Asia’s NextGenTech 30 (2024), a payments leader on Fortune’s Fintech Innovation Asia list (2024), and listed among The Straits Times Fastest Growing Fintechs (2024)
For more on how Coda helps publishers grow faster and smarter, visit coda.co
Customer Support at Coda
Join Coda's Customer Support team, where we treat both B2B and B2C clients as our front-line heroes. We are committed to delivering top-notch customer experiences 24/7, outperforming boundaries to provide empathetic and real-time support
To excel in our team, you should be a people person with superb communication skills, a natural team player, and a problem-solving ace. We are looking for someone with a customer-centric mindset to care for our internal and external clients, embodying our core value of customer focus in everything they do
About the role An experienced and results-driven Customer Support Supervisor / Senior Supervisor to lead and oversee the performance of our customer support team. The ideal candidate will be responsible for ensuring high-quality service delivery, fostering a positive work environment, and driving team efficiency across multiple support channels, including email, web forms, Live Chat, social media, and instant messaging platforms

What you'll do

• Oversee daily operations for a customer support team of 4 to 8 specialists, ensuring SLAs and quality standards are consistently met.

• Monitor and evaluate team performance through metrics, KPIs, and regular audits, providing constructive feedback and coaching to improve outcomes.

• Handle escalated customer inquiries or complaints, ensuring swift and satisfactory resolution.

• Develop schedules and manage resources to ensure adequate coverage across support channels.

• Collaborate with internal departments to resolve complex issues and enhance overall customer satisfaction.

• Lead team meetings, training sessions, and one-on-one coaching to keep the team informed and motivated.

• Identify opportunities for process improvements and implement strategies to optimize team performance and customer experience.

• Prepare reports on team performance, customer feedback, and operational challenges for management review.

• Foster a supportive and collaborative team environment that encourages growth and learning.

What you'll bring

• Proven experience in customer support, with at least 1 to 3 years in a supervisory or leadership role.

• Strong understanding of customer support metrics, tools, and best practices.

• Exceptional communication and interpersonal skills, with the ability to manage and inspire a diverse team.

• Proficiency in CRM and ticketing systems such as Zendesk, Freshdesk, or similar platforms.

• Problem-solving skills with the ability to make decisions in a fast-paced environment.

• Basic proficiency in English; multilingual abilities are a plus.

• Willingness to work flexible hours, including shifts, weekends, and holidays if required.

• Experience in e-commerce or digital services industries.

• Preferred candidates with UK or European customer support experience, ideally within e-commerce or digital products industries

• Knowledge of workforce management and scheduling tools.

• Ability to analyze data and derive actionable insights for team improvement.

• Demonstrated ability to handle escalations with a customer-centric approach.

Working at Coda
With Codans spread across over 20 countries worldwide, our fast-paced, challenging, and highly collaborative environment breaks down time zones and cultural barriers, empowering you to chase innovative ideas, contribute to Coda’s growth, and make a lasting impact
If you have a passion for pushing boundaries and thrive on continuous improvement through experimentation, we would love to hear from you!
Our Perks*
Wellness Boost: Stay healthy with resources for physical and mental well-being with our flexible benefits and Employee Well-being Program - because you matter!
Customized Benefits: Tailor your benefits with our flexible plan
Growth Opportunities: Unlock your potential through clear progression paths
Skill Development: Access training resources to fuel your personal and professional growth
Volunteer Time Off: Enjoy paid time off to make a difference in the world through volunteering
Family Support: Take advantage of paid Family Care Leave to bond with your family, while our selected Flexible Benefits also cater to your family's needs
Benefits are reviewed and updated on a yearly basis
We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued
Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.