Customer Support Supervisor

What We Do

Coda is a global growth engine for commerce. We bring together powerful capabilities that connect people, digital products, and payments through our suite of trusted digital monetization and distribution solutions.

We recently acquired Recharge, Europe’s leading prepaid payments and digital gift card business, bringing both companies together into one organisation with broader reach, deeper capabilities across B2B and B2C commerce and a stronger global footprint.

Today, we stand as a team of more than 600 people, representing 57 nationalities across 23 locations. We are headquartered in Singapore with offices in Amsterdam, Dubai, Shanghai and other hubs across Southeast Asia. 

Our B2B business works with publishers and brands to support growth across markets. We run Codapay for local payment acceptance and Custom Commerce for direct-to-consumer webstores. We manage catalogue, prepaid and distribution services that extend reach globally, and we operate Giftcloud’s rewards and incentives capabilities. We take on the operational complexity around payments, tax and compliance so partners can scale with clarity and focus.

On the consumer side, we operate a portfolio of trusted storefronts including Codashop, Recharge.com , Startselect.com , mobiletopup.co.uk and other local sites that give customers secure and easy access to digital credit, game vouchers, gift cards and prepaid products.

Our people are at the heart of what we do. Coda’s culture is centered on respect, clarity, ownership, and collaboration. We work hard and play hard together.

If you’re looking for growth and impact in a fast-paced global team, Coda is the place for you.

About the role

We are hiring a Customer Support Supervisor, to lead a team of Customer Support Specialists who provide support for multiple B2C e-commerce storefronts. Your team handles complex customer cases, maintains the knowledge base, and works closely with first-line support to improve First Contact Resolution (FCR).

This role reports into the Director of Customer Operations and works closely with the Customer Service Operations Manager, responsible for the 1st line CS operations. This role is close to daily operations, and focused on making the support experience simpler, faster, and more consistent for both customers and frontline agents. You translate recurring issues into clear improvements in processes, tools, and knowledge. You work closely with internal business stakeholders (i.e. Product & Engineering, Marketing, Category Management) to improve cross-functional processes.

This is a hands-on role for someone who understands customer support operations, and thrives at building structure, driving alignment, and translating growth plans into operational reality.

Key responsibilities

1. Team leadership & daily operations

• Define, implement, and continuously improve the support experience for both customers and frontline agents
• Ensure consistency, accountability, and clarity of ownership across your team and the different B2C e-commerce storefronts
• Lead, coach, and support a team of ±5 Customer Support Specialists
  
  

• Accountable for overall second-line CS KPIs such as First Contact Resolution (FCR), Contact per Case (CPC), Average Handling Time (AHT), Escalation rate, Resolution Times, Knowledge base accuracy and standards
• Identify (recurring) issues and bottlenecks into clear priorities and improvement roadmaps in close collaboration with 1st line CS Operations to reduce repeat contacts and unnecessary escalations. Own second-line escalations, ensuring fast, structured resolution and clear communication
• Lead incident and outage management at brand level, coordinating across CS Ops and other stakeholders
  
  

• Own the structure, quality and accuracy of the knowledge base and drive adoption of knowledge by the 1st line teams to improve FCR
• Translate complex product or policy changes into simple, actionable guidance
  
  

• Own Trustpilot and Voice of Customer inputs at brand level
• Partner with Quality and CS Ops to reduce repeat contacts and improve CSAT, Trustpilot scores, and quality results over time
• Ensure customer insights are synthesized and shared in a structured, actionable way with the business
  
  

• Improved FCR throughout the 1st line teams
• A knowledge base that agents trust and use
• Strong alignment between CS, Product, Engineering, and commercial teams
• Clear ownership and fast resolution of incidents, escalations, and systemic issues
• A motivated, engaged team
  
  

• 3–5 years in Customer Support, CS Operations, Business Partnering, or Service Enablement roles
• Experience leading teams 
• Clear understanding of CS metrics, workflows, and scaling challenges
• Experience working closely with Product and Engineering teams and internal stakeholder
• Multi-brand, marketplace, or high-volume support environments are a plus
  
  

• Operationally credible: understands how frontline CS works
• Structured and analytical: able to prioritize, define standards, and track impact
• Strong stakeholder manager
• Comfortable owning ambiguity and driving clarity
• Coach and people leader, not just a process builder
• Zendesk Knowledge is a plus
  
  

Interested in relocating to Netherlands? Check out our comprehensive Relocation Jobs in Netherlands page with detailed relocation packages and benefits.

• 30 days of holiday, pension scheme, and one of the best relocation packages in Amsterdam
• Flexible working hours and an office overlooking the Amstel
• Budget for noise-cancelling headphones, travel to and from the office, working-from-home and self-learning
• Free healthy breakfast, lunch and snacks by our in-house chef
• Unlimited access to mental health support by certified psychologists via OpenUp
• Free Dutch classes to help out with daily life in the Netherlands
• Regular parties, pub quizzes, bingo sessions, celebrations and other events
  
  

The process

Apply: Interested? Send your application and show us your best self.

TA interview: One of our recruiters will reach out to chat about the role and help both sides understand if Recharge could be the right next step for you.

First interview: Meet your future line manager to talk about you and to dive into the role, your experience and what motivates you.

Assignment & Second interview: Some roles involve a case study. Great! It’s your chance to shine and show us you have what it takes. You’ll present your case study to the Hiring Manager and someone from the team.

Third interview: Meet the Product & Customer Operations Director.

Offer: You did it! There are only a few tickets available, and this one has your name on it. Welcome to the team.

We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.

Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.