Job descriptionWe are seeking a motivated and skilled Technical Support Supervisor to join our Customer Support Unit. This role involves leading a team dedicated to ensuring customer satisfaction with our cloud-based services by solving issues, implementing creative solutions, and maintaining high-quality customer support standards.This is a full-time, on-site position located in Tehran, Iran.Key Responsibilities:As a Technical Support Supervisor, your responsibilities will include:Team Leadership and Quality Assurance:Supervise the customer support team to ensure high-quality service delivery.Monitor and evaluate tickets and interactions between team members and customers.Training and Knowledge Management:Ensure team members are up-to-date with the technical knowledge of services and products.Develop and maintain knowledge-based resources, including FAQs and procedures.Data Analysis and Reporting:Collect data on customer complaints and inquiries to identify patterns and improvement opportunities.Prepare monthly reports on team performance and customer satisfaction metrics.Strategic Oversight:Provide strategic guidance on daily customer support operations.Identify opportunities to improve or update customer service procedures and share insights with stakeholders.Customer Relationship Management:Ensure prompt and effective resolution of customer issues.Provide creative solutions to address complex customer challenges.Job requirementsMinimum Qualifications:To excel in this role, you should have:Proven managerial and supervisory skills.Strong verbal and written communication skills in English (essential for customer interactions).Comprehensive knowledge of customer service principles and procedures.Proficiency in Microsoft Office Suite or similar tools.A customer-centric mindset with a commitment to delivering exceptional service.Preferred Skills:Familiarity with customer relationship management (CRM) software.Previous experience in cloud-based services or IT support environments.Ability to analyze and interpret data to improve team performance.What We Offer:Flexible working hours.Recreation and relaxation spaces, including a game room.Comprehensive health insurance coverage.Holiday gifts and bonuses.A company-provided laptop.Remote work option (one day per week).Access to professional development and training programs.Location: Fatemi St., Jahad Square, Tehran, IranIf you’re passionate about leading a team to deliver outstanding customer support and are eager to make a meaningful impact in a dynamic environment, we’d love to hear from you!