**Nespresso Customer Support Supervisor** **Position Summary** Join a leader in the food and beverage industry as a Customer Support Supervisor, where you will oversee a team of contact center experts and ensure the delivery of exceptional service. In this role, you will serve as a brand ambassador, motivating and inspiring your team while contributing to continuous improvement initiatives. Your leadership will be key in maintaining high-quality standards and achieving business goals. **A Day in the Life…** **Customer Experience:** + Facilitate effective communication with your team, keeping them informed about new activities, product launches, and promotional offers. + Drive customer retention through tailored solutions and proactive support for internal customers. + Analyze customer history and habits to anticipate needs and prevent future inquiries. + Leverage your specialized knowledge of our products and sustainability commitments to enhance the customer experience. **Sales Techniques:** + Ensure your team understands and utilizes relevant offers and promotions effectively. + Share key learnings and best practices to maximize customer focus, sales opportunities, and brand advocacy. + Intervene promptly to assist your team in resolving sales and retention challenges. **Operational Excellence:** + Promote adherence to strategic objectives, translating them into actionable projects for your team. + Train CRC Specialists in customer experience skills, sales techniques, and effective communication. + Monitor and analyze performance metrics, providing regular feedback and recognizing outstanding achievements. + Collaborate with support functions to identify areas for improvement in customer experience and operational efficiency. + Manage staffing and scheduling effectively, optimizing resources in alignment with business needs. **Team Management:** + Enforce HR principles, policies, and processes within your team. + Conduct performance and development conversations, providing regular feedback and support. + Participate in talent acquisition and succession planning to build a high-performing team. + Recognize and reward knowledge sharing and collaboration to maintain team motivation. + Address performance issues promptly and fairly, in line with leadership frameworks. **Are You a Fit?** + Bachelor’s degree in marketing, business studies, communications, or related fields. + 3 years of customer service and sales expertise in B2C and/or B2B environments. + Previous experience in people management or training. + Strong interpersonal skills with a team-oriented attitude. + Excellent verbal and written communication skills in English. + Ability to multitask and prioritize effectively. + Interest in digital and social media trends and marketing tactics. + Capacity to learn new skills and master new tools. + Attention to detail.