About Pulse Point

As a member of a dynamic group of companies — including Next Gen Technology, Mountain Breeze, and VibeSync Support — Pulse Point stands at the core of operational excellence.

We don’t just support business growth — we enable it through streamlined execution, intelligent processes, and impactful decisions. If you're driven by purpose, precision, and progress, this is where your career takes off.

We are looking for a English-Speaking Customer Service Supervisor to join our growing customer service team and lead daily support operations with passion, discipline, and customer-first focus.

Why We Need You

As a Customer Service Team Leader / Supervisor, you will be responsible for overseeing and supporting our front-line team, ensuring high-quality responses to customer inquiries, fostering a positive and productive work environment, and maintaining adherence to service-level standards. You’ll serve as the first point of escalation, identify improvement areas, and ensure continuous learning and development within the team.

What You’ll Be Doing

• Oversee day-to-day operations of the customer service team
• Monitor service levels and key performance indicators (CSAT, resolution time, QA, etc.)
• Investigate customer complaints and ensure timely and proper resolution
• Track and analyze customer feedback, escalating recurring issues to relevant departments
• Conduct regular 1:1 coaching, evaluations, and performance reviews
• Identify training needs and organize refresher sessions
• Plan and manage team schedules and shift rotations
• Foster a collaborative environment and resolve team conflicts professionally
• Prepare reports on service metrics and team performance
• Liaise with HR on simple administrative tasks
• Undertake additional tasks as assigned

What You Bring to the Team

• Bachelor's degree in any field
• Minimum 2–3 years of experience in a similar role leading customer service teams
• Excellent communication skills in English (spoken and written)
• Strong interpersonal and leadership skills with the ability to coach and guide team members
• Hands-on experience with customer service tools and systems (e.g., Zendesk, Intercom, Freshdesk)
• Computer literacy, particularly with MS Excel, Word, and PowerPoint
• Ability to adapt to shifting schedules and changing business needs with minimal notice
• Critical thinking and problem-solving abilities
• Strong organizational and time-management skills

Why You’ll Love Working With Us

• A culture of respect and belonging – We believe great work happens when everyone feels seen, heard, and valued
• Inclusive and diverse environment – Different voices make us stronger. We celebrate who you are and what you bring to the table
• Growth-driven mindset – Your development matters. We invest in your learning and career advancement every step of the way
• Comprehensive health insurance – Your well-being comes first. Enjoy peace of mind with robust medical coverage
• Meal Allowance
• Premium gym partnerships – Stay active and healthy with access to top-tier fitness facilities through our exclusive wellness partners

Due to the high volume of applications, our Talent Acquisition Team may not be able to respond immediately. However, shortlisted candidates will be contacted for the first interview within the coming weeks. We appreciate your interest and patience.

Privacy Notice – Processing of Personal Data

By submitting your application, you consent to the processing of personal data as defined under the Law of Georgia on Personal Data Protection. Pulse Point LLC (Company ID: 405734353) will process your data exclusively for recruitment purposes. Your data will be stored securely for a maximum of 3 (three) years. If at any point you wish to have your data removed from our systems before the standard retention period, you may request deletion by contacting us at ta@pulsepoint.com.ge. Upon receiving your request, Pulse Point LLC will ensure your data is securely and permanently deleted in accordance with applicable data protection laws.

Diversity & Inclusion Statement

At Pulse Point LLC, we are proud to be an equal-opportunity employer. We are committed to creating an inclusive workplace and do not discriminate based on race, color, ethnicity, religion, gender, age, disability, sexual orientation, marital status, or political opinion. Employment decisions are made based on merit, qualifications, and business needs.