Customer Support Team Supervisor

The CX Banking Operations Supervisor role is part of the Customer Experience team (13 people) within the Operations department and leads the day‑to‑day work of the Banking Operations team. We are looking for a data-driven, people‑first Supervisor who can develop Specialists, drive operational performance, and continuously improve processes to deliver a reliable experience for partners and end customers.

Your mission

This role has two main areas of focus:

1° Operational execution & escalation management (60%)

• Handle operational escalations: Work hands‑on on Banking Operations tickets and take ownership of complex or escalated cases raised by Banking Operations Specialists, ensuring timely and effective resolution.

2) Team management, people development & process improvement (40%)

• Lead and develop the team: Coach and support Banking Operations Specialists, set clear expectations, provide regular feedback, and foster a supportive, high‑performing team culture.
• Drive operational performance: Monitor key performance indicators (KPIs), ensure high‑quality execution, and oversee daily priorities, workload distribution, and resource allocation.
• Improve processes and ways of working: Identify operational bottlenecks, streamline processes, and collaborate with cross‑functional teams to address recurring issues and drive continuous improvement.

You combine strong hands‑on operational expertise with a people‑oriented leadership mindset. You are comfortable diving into operational details, using data to identify performance trends and improvement opportunities, and taking ownership of escalations while knowing when to involve the right stakeholders.

Main tasks

People Management

• Team Leadership: Manage, coach, and develop Banking Operations Specialists, providing regular feedback and clear expectations.
• Team Culture: Foster an accountable, collaborative, and supportive environment where team members can grow and perform at their best.

Operational Performance & Continuous Improvement

• KPI & Quality Management: Monitor individual and team performance, identify skill gaps, and use data‑driven coaching to improve results while maintaining high quality standards. Monitor outsourced operations against contractual SLAs and performance expectations.
• Process & Product Expertise: Possess strong knowledge of Swan’s products, operational processes, and tools, particularly BODACC and account closure processes, including relevant regulatory and compliance requirements. Support the team with complex questions and escalations.
• Continuous Improvement: Identify recurring bottlenecks and implement practical improvements to processes, tools, documentation, and daily workflows.
• Cross‑Functional Collaboration: Represent Banking Operations when working with Product, AI, Compliance, Legal, and other teams, escalating recurring issues and contributing to root‑cause resolution.
• Escalation Resolution: Dedicate ~50%-60% of your time to Banking Operations ticket volume, including acting as the subject matter expert to resolve escalations and complex scenarios.

Workforce Management

• Daily Operations: Coordinate staffing, outsourced resources, workload distribution, and real‑time prioritization to meet SLAs.
• Capacity Planning: Monitor volume trends and upcoming initiatives to anticipate capacity risks and provide input into staffing decisions.
• Operational Monitoring: Use data to identify performance risks and adjust priorities and resources accordingly.

KPIs you’ll manage

• Time to First Response
• Iteration Time
• CSAT
• OTIF (On‑Time, In‑Full)
• Quality

Curious about your future team?

Banking Operations is one of two groups within the Customer Experience team. Its L2 Specialists are a key point of contact for partners and end customers seeking support with banking operations.

The team’s main activities involve account closures and actions related to judicial events. It works closely with Risk, Compliance, Product, Legal, AI, Ops Excellence, Data, KYC, and TXM.

Relevant Experience: 4+ years in customer support, banking operations, or a similar field. Previous experience as a team lead, supervisor, or in an equivalent informal leadership role is preferred. People Management: A genuine interest in coaching and developing others, with the ability to set expectations, deliver candid feedback, and make fair decisions. Communication: Strong written and verbal English skills, with the ability to communicate clearly, adapt your style to different audiences, and translate operational goals into actionable guidance. Operationa