Customer Operations Supervisor

Location: Waterlooville | Permanent
Reporting to: General Manager

Giftpro is the UK’s leading hospitality gift voucher platform, helping our customers create bespoke, fully branded gifting experiences. Following our move to Waterlooville, we’re 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. You’ll balance leadership, problem-solving, and continuous improvement, ensuring our customers receive exceptional service every time.

What you’ll 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 you’ll 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

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.