Torchora
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Key Responsibilities and Required Skills for E-Services Supervisor

💰 $65,000 - $85,000

Customer ServiceManagementInformation TechnologyDigital Services

🎯 Role Definition

We are searching for a motivated and tech-savvy E-Services Supervisor to lead our dedicated digital support team. In this pivotal role, you will be the champion of our electronic services ecosystem, overseeing everything from online and mobile platforms to other digital customer-facing tools. You are the bridge between our technology and our customers, responsible for not only resolving complex issues but also for coaching your team to provide world-class service. The ideal candidate is a natural leader with a passion for technology, a deep understanding of user experience, and a relentless drive to improve processes and enhance customer satisfaction in a digital-first world. You will be instrumental in shaping our digital service strategy and ensuring our customers have a seamless and positive interaction with our brand online.

📈 Career Progression

Typical Career Path

Entry Point From:

  • E-Services Specialist / Digital Banking Specialist
  • Senior Customer Service Representative (with a technology focus)
  • IT Support Analyst / Help Desk Lead

Advancement To:

  • E-Services Manager / Digital Services Manager
  • Digital Experience Manager
  • Customer Support Manager

Lateral Moves:

  • Digital Project Coordinator
  • Training and Development Specialist (Technology)

Core Responsibilities

Primary Functions

  • Supervise, train, and mentor a team of E-Services Specialists, setting clear performance expectations, providing ongoing coaching, and conducting regular performance evaluations to foster growth and excellence.
  • Develop and implement comprehensive training programs for both internal staff and external customers on the effective use of all electronic services, including online banking, mobile applications, and digital resource platforms.
  • Oversee the daily operations of the E-Services department, ensuring the timely and accurate resolution of customer inquiries and technical issues across multiple channels like phone, secure messaging, email, and live chat.
  • Act as the primary point of escalation for complex or sensitive customer issues related to digital services, performing in-depth troubleshooting and coordinating with IT and vendor support teams to achieve a swift resolution.
  • Monitor, analyze, and report on key performance indicators (KPIs) such as first-contact resolution, customer satisfaction (CSAT), average handling time, and ticket volume to identify service trends and implement targeted improvements.
  • Manage the lifecycle of digital service platforms by actively participating in the testing, implementation, and post-launch support for new features, system upgrades, and platform migrations.
  • Create, maintain, and continuously improve a comprehensive internal knowledge base, including Standard Operating Procedures (SOPs), troubleshooting guides, and FAQs for all electronic services.
  • Collaborate with Marketing and Product Development teams to promote digital service adoption and usage through targeted educational campaigns, customer outreach initiatives, and in-app messaging.
  • Champion a superior user experience (UX) by systematically gathering customer feedback, analyzing user behavior patterns, and recommending tangible enhancements to digital interfaces and workflows.
  • Prepare and present regular, data-driven reports to senior management on E-Services performance, departmental goals, emerging trends, and strategic initiatives.
  • Ensure all E-Services operations and customer interactions strictly comply with organizational policies, industry regulations (e.g., FFIEC, ADA), and data security standards.
  • Develop and manage staff schedules to guarantee adequate coverage for all operating hours and service channels, effectively balancing service levels and team resources.
  • Lead departmental projects aimed at improving operational efficiency, introducing new support technologies, or enhancing the end-to-end digital customer journey.
  • Serve as the definitive subject matter expert (SME) on the organization's full suite of digital products and services, staying current with industry best practices and emerging financial technologies.
  • Conduct regular quality assurance reviews of team member interactions (call recordings, email/chat transcripts) to ensure adherence to service standards, accuracy of information, and a professional, empathetic tone.
  • Manage day-to-day relationships with third-party vendors for digital service platforms, ensuring Service Level Agreements (SLAs) are consistently met and technical support is effective.
  • Analyze complex system issues to accurately differentiate between user error, system defects, and platform-wide outages, and communicate status updates clearly to internal stakeholders and affected customers.
  • Proactively identify potential service disruptions or customer friction points within the digital ecosystem and develop and implement effective mitigation strategies.
  • Foster a positive, collaborative, and highly customer-centric team culture that is focused on continuous learning, problem ownership, and service excellence.
  • Assist in the development and management of the departmental budget, carefully monitoring expenditures and justifying resource needs to support strategic goals.
  • Coordinate User Acceptance Testing (UAT) for new digital tools and software updates, consolidating team feedback to provide actionable insights to the IT or development departments.
  • Design and manage customer feedback mechanisms, such as post-interaction surveys and in-app feedback forms, to systematically collect, analyze, and act upon user sentiment regarding our digital offerings.

Secondary Functions

  • Support ad-hoc reporting requests and exploratory analysis on user adoption trends and support metrics.
  • Contribute to the organization's overall digital transformation strategy and customer experience roadmap.
  • Collaborate with business units like Marketing, IT, and Operations to translate customer needs and feedback into technical and functional requirements.
  • Participate in cross-functional project planning and agile ceremonies for digital product development.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM & Ticketing Systems: High proficiency in customer relationship management software (e.g., Salesforce, Zendesk, HubSpot) and associated ticketing systems.
  • Digital Platform Expertise: Deep knowledge of online and mobile banking platforms, digital wallets (Apple Pay, Google Pay), P2P payment systems, and remote deposit capture.
  • Knowledge Management: Experience with creating and managing content within knowledge base platforms (e.g., Confluence, Guru, Zendesk Guide).
  • Data Analysis & Reporting: Strong ability to analyze support metrics and create insightful reports using tools like Microsoft Excel (PivotTables, VLOOKUP), Power BI, or Tableau.
  • Technical Troubleshooting: A solid understanding of web/mobile technologies, browsers, and operating systems (iOS/Android) to effectively diagnose customer issues.
  • UAT & Testing: Familiarity with User Acceptance Testing (UAT) principles, test case execution, and defect reporting.
  • Vendor Management: Experience in communicating with and managing technical support requests with third-party software vendors.

Soft Skills

  • Leadership & Coaching: Proven ability to lead, mentor, and develop a team, fostering a high-performance and positive work environment.
  • Problem-Solving & Critical Thinking: Advanced analytical and troubleshooting skills with a talent for resolving complex, multi-faceted issues logically and efficiently.
  • Communication: Exceptional verbal and written communication skills, capable of explaining complex technical concepts to non-technical audiences with clarity and empathy.
  • Customer Centricity: A genuine passion for helping customers and an unwavering commitment to delivering an exceptional service experience.
  • Organization & Prioritization: Outstanding organizational and time-management skills, with a demonstrated ability to manage multiple competing priorities in a fast-paced setting.
  • Adaptability: High degree of adaptability and resilience when faced with technological change, evolving customer expectations, and shifting priorities.
  • Decision Making: Sound judgment and the ability to make logical, data-informed decisions under pressure.

Education & Experience

Educational Background

Minimum Education:

  • Bachelor's Degree, or an Associate's Degree combined with equivalent relevant work experience.

Preferred Education:

  • Bachelor's Degree

Relevant Fields of Study:

  • Business Administration
  • Information Technology
  • Communications
  • Management

Experience Requirements

Typical Experience Range:

  • 3-5 years of experience in a customer-facing role involving digital products or technology support, including at least 1-2 years in a team lead, senior specialist, or direct supervisory capacity.

Preferred:

  • Direct experience supervising a team in a financial institution (bank/credit union), library system, or technology support center.
  • Verifiable experience with a digital service platform implementation, migration, or major upgrade project is a strong plus.
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