Supervisor, Customer Support

Supervisor, Customer Support

The Customer Service Supervisor maintains a high bar for service quality and customer satisfaction across our global contact centers and service centers. This role helps define and execute the Global Customer Support strategy across all countries and languages Western Digital supports. Has a strong focus on using AI, analytics, and automation to scale quality, knowledge, and efficiency. You will own service level management, escalations and quality programs for internal teams and third-party vendors, foster continuous education, and partner across functions to deliver world-class customer support.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Day-to-day operations: Assist in managing daily call center operations and workforce planning across multiple regions and 10+ languages, ensuring consistent SLAs and a seamless omnichannel experience (voice, chat, email, social, self-service). • Training and enablement: Maintain, design, and deliver training for GCSS agents, including new hire, customer service, social media. Review and maintain and update internal knowledge base to ensure accuracy and consistency. • Global vendor management: Partner with third-party vendors to meet KPIs related to quality, customer satisfaction, and efficiency; drive corrective actions and continuous improvement plans. • Social and product launches: Facilitate new social support programs and product introductions, ensuring teams and bots are trained and ready before launch. • Quality and compliance: Conduct quality audits across channels and regions. Ensure adherence to best practices, privacy and data handling standards, and regional regulations. • Escalations: Support direct customer engagement for internal and external escalations, driving timely, empathetic, and complete resolutions. • Governance and communication: Lead recurring operational reviews and cross-functional calls; attend QBRs as required; surface insights and recommendations to leadership. • Travel: Up to 5%, including international travel as needed

AI Integration/Responsibilities

• AI strategy in support: Help define and operationalize the AI roadmap for customer support, including virtual agents, agent assist/copilots, knowledge retrieval, and intelligent routing. • Virtual agent excellence: Partner with product and engineering to design, test, and iterate chatbots and IVR/NLU flows; improve intent recognition, containment rate, and handoff quality. • Agent assist and knowledge: Deploy and maintain AI-powered tools that summarize contacts, suggest next best actions, generate responses, and surface knowledge; maintain prompt libraries and guardrails. • Quality automation: Leverage speech and text analytics, auto-QA, and sentiment analysis to increase coverage and consistency of evaluations; coach teams using data-driven insights. • Forecasting and WFM: Use machine learning–driven forecasting, capacity models, and real-time analytics to optimize staffing and service levels. • Experimentation and measurement: Run A/B tests on scripts, flows, deflection experiences, and knowledge content; track impact on CSAT, FCR, AHT, and cost-to-serve. • Data stewardship: Partner with Security, Legal, and Privacy to uphold data protection, PII handling, and responsible AI principles; maintain model and prompt governance, audit logs, and evaluation frameworks. • Localization at scale: Use translation, transcription, and multilingual NLU capabilities to deliver consistent support quality across languages.

REQUIRED

• Bachelor's degree or equivalent experience, with progressive experience managing customer service operations in fast-paced, multilingual environments. Consumer electronics experience preferred. • Proven track record running training and/or quality programs across internal teams and outsourced vendors. • Strong communication skills and executive presence; able to synthesize insights and influence cross-functionally. • Organizational excellence: adept at prioritizing multiple projects, coordinating across functions, and driving outcomes under deadlines. • Working knowledge of CRM and CCaaS platforms, online support tools, and MS Office/Office 365. • Practical familiarity with AI in support, such as: – Conversational AI (chatbots/voicebots), speech-to-text, sentiment analysis, auto-summarization – Agent assist/copilot tools, knowledge search/retrieval, prompt design and evaluation – Quality analytics and auto-scoring, interaction analytics, work-intent classification – A/B testing, dashboarding, and KPI instrumentation

PREFERRED

• Hands-on with one or more of the following (or similar): Salesforce/Zendesk; CCaaS (Genesys, Amazon Connect); WFM/QA (NICE, Verint); conversational AI (Dialogflow, Lex, Azure OpenAI); BI tools (Power BI, Tableau). • Building multilingual support programs and AI-enabled localization workflows. • Exposure to Responsible AI practices, data privacy (e.g., PII handling), and model/prompt governance.

Key KPIs and success measures:

• Customer outcomes: CSAT, NPS, effort score, complaint rate, FCR. • Efficiency: AHT, cost per contact, schedule adherence, backlog/aging. • Quality: QA scores, auto-QA coverage and agreement rate, policy adherence. • AI impact: bot containment/deflection rate, intent recognition accuracy, agent assist adoption, resolution time reduction, self-serve success rate. • Readiness: training completion, time-to-proficiency, knowledge search success, accuracy and freshness of content.

Tools and ways of working.

• Embrace data-driven operations: instrument dashboards, set baselines. • Teach and coach: enable teams to use AI safely and effectively. • Document and govern: maintain prompts, flows, and knowledge with versioning, testing, and approvals. • Collaborate globally: coordinate with regional leads and vendors to ensure consistency with local flexibility.

Salary Range: 61,200.00-81,600.00

Open to Candidates in San Jose, CA and Irvine, CA.