Company description:
ClearCourse
Job description:
Customer Operations Supervisor
Location: Waterlooville | Permanent
Reporting to: General Manager
Giftpro is the UKs leading hospitality gift voucher platform, helping our customers create bespoke, fully branded gifting experiences. Following our move to Waterlooville, were growing our customer operations team and are looking for a Customer Operations Supervisor to lead and support our day-to-day customer support and onboarding operations.
This is a hands-on supervisory role at the heart of our customer experience. Youll balance leadership, problem-solving, and continuous improvement, ensuring our customers receive exceptional service every time.
What youll do
Manage and oversee daily customer support and onboarding activities
Line manage two Customer Operations Specialists, providing guidance, task allocation, and support
Act as escalation point for complex or high-priority customer queries
Ensure all customer enquiries are handled accurately, professionally, and within service levels
Own and improve customer operations processes, workflows, and documentation
Create and maintain user-friendly guides for both customers and internal teams
Confidently use and administer support tools (HubSpot) to manage tickets, reporting, and workflows
Monitor demand and workload, flexing resources and priorities as required
Work closely with the Fulfilment Operations Supervisor to support fulfilment activity, especially during peak periods
Provide insights and reporting to the General Manager on performance trends and improvement opportunities
What youll bring
Proven experience in customer operations, support, or service leadership roles
Previous experience supervising or coordinating customer operations teams
Strong knowledge of customer support tools (HubSpot, Zendesk, or similar)
Experience handling escalated and complex customer queries
Ability to document processes clearly and create easy-to-follow guides
Strong organisational skills, able to prioritise competing demands
Excellent written and verbal communication skills
Confidence working in a fast-paced, operational environment
Why Join Us?
Competitive salary + benefits
25 days holiday + your birthday off
Private medical insurance (Bupa) & health cash plan
Life assurance & income protection
Enhanced parental leave & family wellbeing support
Perkbox discounts & perks
Generous pension contributions
Hybrid working model
This is a key operational leadership role offering responsibility, autonomy, and the opportunity to shape the customer experience in a fast-growing, customer-focused business.
TPBN1_UKTJ