Service Supervisor

1 week ago

Durban, South Africa One Janitorial Full time

**Please Read Carefully & Fully Complete Both Steps Below to Be Considered**

At **One Janitorial**, our mission is driven by core values**:Discipline, Ethical Standards, Results-Oriented, Impact, Commitment, and Responsibility**.

We are seeking a skilled **Customer Success Supervisor** to lead our remote service team, ensuring exceptional support and long-term satisfaction for our commercial cleaning clients across Canada and the U.S.

**About the Role**:
As a **Service Success Supervisor**, you will oversee the performance and development of our service and BCO team, ensuring smooth day-to-day operations, handling escalations, Building changeovers, supporting overflow tasks, and maintaining high service standards. Your leadership will directly influence client retention, satisfaction, and overall success.

**Key Responsibilities**:

- **Supervise and manage** a team of remote customer success representatives.
- **Onboard and train** new team members to meet our communication and service delivery standards.
- **Monitor KPIs** including response times, issue resolution rates, and customer satisfaction scores.
- **Coach and support** team members through call reviews, performance feedback, and ongoing development.
- Act as the **point of escalation** for complex service issues, ensuring quick and professional resolution.
- **Step in during overflow** periods or absences to maintain consistent service levels.
- Collaborate with senior leadership to identify service gaps and improve internal processes.

**Requirements**:

- Minimum 3 years in a **customer service or client success role**, with at least 2 year in a **supervisory or team leadership** position.
- Excellent English communication skills (spoken and written) - minimum 9/10 proficiency.
- Proven experience managing remote teams or working in virtual environments.
- Strong organizational skills and the ability to maintain calm under pressure.
- Proficiency with CRMs (HubSpot preferred), Google Workspace, and remote communication tools (Slack, Zoom, etc.).
- Results-driven mindset with a passion for delivering exceptional customer experiences.

Compensation
- **Base Pay**: $1,800 CAD per month
- Shift: Monday - Friday 8:00 -4:30 pm (Mountain Time)

**This is a fully remote position.**

**Note**: Applications without both the video and completed form will not be reviewed.
---------------------------------------------------------------------------------
- Pay: From R23 000,00 per month

**Experience**:

- Inbound Customer Service: 2 years (required)
- Customer Service Manager/Supervisor: 1 year (required)

**Language**:

- English (required)

Work Location: Remote

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