Support Supervisor – hearX
Location: Pretoria, Gauteng
Type: Permanent
Posted: 23 January 2025
Closing Date: 11 July 2025
Industry: Medical Devices
Department: B2C
Experience Level: Mid-Senior
Function: Customer Support / Operations
Working Hours:
Eastern Standard Time (EST): 9 AM – 8 PM (SA time: 16:00 – 03:00)
Four shifts per week, between Monday and Sunday
Schedule will adjust for daylight saving changes
Role Summary:
The Support Supervisor will work alongside the Hearing Hub Manager to ensure smooth operations, efficient systems, and high-performing support teams. The role includes overseeing a portion of support agents, resolving complex customer issues, and helping drive team performance to meet key metrics and sales targets.
Minimum Qualifications:
Essential: Matric / Grade 12
Preferred: Certificate/Diploma in Contact Centre Management or similar
Experience Requirements:
At least 3 years’ experience in a call centre management/supervisory role
Background in:
Team supervision
B2C or direct-to-customer sales
Customer service and telephonic sales
Working in digital environments and across time zones
E-commerce platforms
Technical support
Key Skills:
CRM (e.g. Salesforce)
Shopify/BigCommerce experience
Conflict resolution & performance management
Excellent English communication
Understanding of sales funnels and conversion rates
Familiarity with Google Suite and labour laws
Main Responsibilities:
1. Team Leadership & Supervision (20%)
Supervise and support Lexie Experts and Product Experts
Monitor performance, offer feedback, and run appraisals
Ensure team training and capacity planning
Promote strong customer service culture
2. Sales & Customer Service (30%)
Oversee inbound sales processes
Drive upselling and meet sales targets
Manage escalated customer queries professionally
Ensure customer onboarding and retention
3. Customer Experience & Quality (25%)
Promote positive customer interactions and reduce query handling time
Ensure all customer interactions are documented and meet quality standards
Drive feedback collection and customer satisfaction initiatives
4. Continuous Improvement (10%)
Identify ways to enhance processes, tools, and team performance
Work with the Continuous Improvement Audiologist to update FAQs and training material
5. Reporting & Planning (15%)
Track key metrics and provide performance reports
Align team operations with strategic goals
Maintain shift schedules and ensure coverage
Compliance & Data Protection (10%)
Ensure team follows HIPAA and data privacy standards
Monitor CRM entries for quality and completeness
Perform regular quality audits
Important Notes:
The job description may evolve with business needs.
Applicants not contacted within 30 days should consider their application unsuccessful.