Digital Customer Supervisor

Role overview

Q Mobility is seeking a Digital Customer Supervisor to lead the Digital Customer Agent team across its WhatsApp and Q Mobility App service channels. The position focuses on service performance, quality control, and resolution of escalations for DARB, MAWAQiF, and private parking services, while supporting the shift of customer support from in-person and voice-based interactions to digital channels.

Strategic responsibilities

• Deliver the department’s digital service-channel plan in line with the Qonnect Steerco insourcing goals and the broader ISC service delivery framework.
• Help shape service benchmarks, SLAs, and escalation rules for digital customer support.
• Track channel results against target levels and advise the VP – ISC on corrective measures where needed.
• Assist with rollout waves and staffing plans for the Digital Customer Agent workforce.
• Take ownership of digital channel outcomes, including SLA adherence, CSAT, first-time resolution, and escalation correctness.

Functional responsibilities

• Supervise Digital Customer Agents handling WhatsApp and in-app conversations, making sure coverage is sufficient and channels remain ready for service.
• Create and manage shift schedules so support is available consistently throughout operating hours.
• Review agent performance against SLA, CSAT, resolution, and escalation accuracy targets, then apply improvement actions when needed.
• Carry out quality checks on customer conversations across WhatsApp and the app, and give clear feedback and coaching to agents.
• Analyze customer satisfaction and post-interaction survey results for digital channels and turn the insights into coaching and process improvements.
• Handle complex and escalated cases that cannot be closed by agents, ensuring prompt resolution and root-cause identification.
• Oversee the accuracy and completeness of case records so documentation is consistent across the team.
• Work with DARB, MAWAQiF, and private parking operations teams to close cross-functional customer issues.
• Spot recurring problems, channel patterns, and process gaps, then recommend improvements to the VP – ISC.
• Prepare and present regular performance updates covering SLA, CSAT, and escalation trends.
• Support onboarding, training, and ongoing development for Digital Customer Agents to sustain service quality.

Experience required

The role calls for at least 5 years of experience in customer service or contact center operations, with exposure to WhatsApp or in-app support channels. A proven background in team leadership or supervision within customer service is also required. Experience in mobility, transportation, or public sector settings is preferred.