Job Description – Customer Service Supervisor (Etaps.me, Lahore)

Location: Lahore, Pakistan
Salary: Open to discussion (based on experience)
Joining: Immediate
To apply: ceo@etaps.me

About Etaps.me
Etaps.me is a leading e-commerce automation platform helping brands streamline operations. We are seeking a Customer Service Supervisor to lead and manage our support team in Lahore.

Responsibilities

Supervise and guide the customer service team to achieve daily and monthly KPIs.

Monitor response quality, tone, and SLAs across all customer interactions.

Conduct regular training, coaching, and performance evaluations.

Manage escalations and resolve complex customer issues.

Collaborate with IT, operations, and product teams to address recurring issues.

Prepare daily/weekly reports on customer queries, resolution times, and team performance.

Ensure process compliance and continuous improvement in service quality.

Requirements

Bachelor’s degree (Business, IT, or related preferred).

3+ years of experience in customer service, with at least 1 year in a supervisory role.

Excellent leadership, communication, and problem-solving skills.

Strong reporting and documentation skills (Excel/Google Sheets).

Experience in e-commerce or SaaS is highly desirable.