Customer Care Supervisor

About the role

We are looking for a Customer Care Supervisor to join Typology’s growing customer service team. Reporting to the Customer Service Manager, you will help manage daily operations, ensure high‑quality interactions and support agents in delivering excellent service across our digital‑first skincare brand.

Key responsibilities

• Allocate tickets and balance workload, managing backlogs and ensuring consistent application of procedures.
• Identify operational bottlenecks (ticket types, volumes, time slots) and propose optimisation solutions.
• Coordinate team scheduling, shift management and support agents during peak periods.
• Conduct weekly ticket audits to monitor tone of voice, writing quality and response consistency.
• Analyse low CSAT tickets, update the knowledge base and create quality reports while monitoring key KPIs.
• Provide weekly coaching sessions, give constructive feedback and foster a culture of continuous improvement.
• Act as liaison between agents, the team lead and the Customer Service Manager, ensuring alignment and smooth communication.

Required profile

• 2‑4 years of experience in customer service, preferably in e‑commerce, cosmetics or digital retail.
• Initial experience in team coordination or facilitation.
• Strong customer‑satisfaction mindset with high attention to detail.
• Professional proficiency in English (reading, writing, comprehension).

Required skills

• Proficiency with Zendesk or a comparable CRM tool.
• Experience using collaborative platforms such as Slack, Notion and Google Sheets.
• Ability to audit, measure and report on service quality and KPIs (CSAT, FRT, SLA, backlog).