Customer Support

• Supervise and support day-to-day operations for the assigned channels Chat, Ticket, or Voice.
• Monitor and manage team performance to achieve KPIs (CSAT, AHT, adherence, utilization).
• Conduct regular coaching sessions, performance reviews, and quality assessments with agents.
• Ensure all customer interactions meet Bosta’s tone of voice, service standards, and SLA.
• Promote a positive, motivating, and customer-centric team culture.
• Handle and document customer escalations and feedback.
• Share weekly summary reports with the Customer Care Manager.
• Support in implementing new tools, systems, or process improvements.

Customer Care Supervisor

Customer Experience Agent

Customer Experience Representative