Job Description

Why Join Supernova

We are a leading consulting, technology and outsourcing services firm serving clients in more than 30 countries. Our unique blend of industry expertise and cutting-edge technology helps our clients accelerate their business performance and achieve remarkable growth.

What sets us apart? Our people. At Supernova, every team member brings their unique talents and passion to create a collaborative environment where innovation thrives. Our technology solutions are transforming the way the world works and lives, but our true strength lies in our people. We are committed to investing in talented, visionary individuals who are driven to make a difference.

Join us at Supernova, where your energy and vision can achieve greatness.

Curious to learn more about what makes Supernova unique? Visit our website to explore our innovative solutions and see how we’re transforming businesses here.  

We are excited to announce that we are now recruiting a Customer Support Supervisor to join our dynamic team.

We are seeking an experienced Customer Support Supervisor to take full ownership of Supernova’s AMS support queue across all SAP product lines. This is a newly created role designed to address a clear operational need: ensuring that every customer ticket is acknowledged, triaged, assigned, and progressed in line with our SLA commitments.

The successful candidate will be a highly organised, customer-focused operations professional who acts as the control tower for all inbound support activity — managing queues, holding consultants accountable for ticket progress, keeping customers informed, and escalating proactively before SLAs are breached. The role carries significant internal influence. You will work directly with product team leads to ensure service quality across SAP Business One, S/4HANA Cloud, SuccessFactors, and Analytics. Your success will be measured by SLA compliance rates, customer satisfaction, and the reduction of escalations reaching senior leadership.

Queue Ownership & SLA Management

• Own the Supernova Jira AMS queue end-to-end across all SAP product lines
• Ensure every inbound ticket is acknowledged within the contracted SLA window — even where a technical answer is not yet available
• Triage and classify tickets by product, type (incident, how-to, change request), severity, and customer priority
• Assign tickets to the appropriate consultant or team lead based on product and availability
• Monitor SLA countdowns in real time; flag and escalate tickets approaching breach before the deadline
• Maintain Jira hygiene — ensure tickets are correctly categorised, updated, and closed with resolution notes

Internal Accountability & Consultant Coordination

• Chase consultants proactively for ticket updates, resolutions, and customer communications
• Serve as the operational escalation point when tickets are stalled, unassigned, or deprioritised
• Coordinate with Team Leads across B1, S/4HANA, SuccessFactors, and Analytics to align on capacity and priorities
• Drive a culture of ticket discipline — ensuring consultants log time, update statuses, and close tickets correctly for OSA billing compliance
• Surface recurring bottlenecks and capability gaps to the Practice Manager for structured resolution

Customer Communication & Relationship Management

• Act as the primary customer-facing contact for open ticket status, escalations, and SLA updates
• Provide proactive, professional customer updates on in-progress tickets — particularly where resolution is taking longer than expected
• Manage customer expectations clearly and diplomatically, maintaining Supernova’s professional standards in all interactions
• Handle first-line escalation calls or emails from customers when SLA concerns arise, de-escalating where possible
• Leverage AI-assisted tools to draft professional customer update messages efficiently

Change Request Coordination

• Receive, log, and coordinate incoming change requests across all products, ensuring they are scoped, assigned, and communicated to customers
• Distinguish between support incidents and billable change requests, routing each appropriately
• Support the OSA billing cycle by ensuring change requests are captured in Jira with accurate time logs before month-end

Reporting & Continuous Improvement

• Produce a weekly SLA performance report for the Managing Director and Practice Manager, covering open tickets by product, age, SLA status, and customer
• Track repeat issues and recurring incident patterns; escalate to the relevant Team Lead for root cause resolution or knowledge base documentation
• Contribute to the development of support SOPs, escalation procedures, and a structured Jira-based knowledge base
• Propose process improvements to reduce ticket volume, resolution times, and customer escalations over time

Required Qualifications

• 3+ years of experience in a customer support, service desk, or operations coordination role — ideally within an IT, software, or ERP environment
• Demonstrated ability to manage high-volume queues and hold cross-functional teams accountable to deadlines
• Excellent written and verbal communication skills in English; Greek is an advantage
• Strong organisational skills with the ability to prioritise across multiple concurrent issues and customer accounts
• Confident, assertive interpersonal style — comfortable chasing senior consultants and managing customer escalations professionally
• Experience with Jira or a comparable ticketing/project management platform
• Familiarity with SLA frameworks and customer service KPIs (response time, resolution time, CSAT)

Preferred Qualifications

• Prior experience supporting ERP or enterprise software customers (SAP, Oracle, Microsoft Dynamics, or similar)
• Working knowledge of one or more SAP products — SAP Business One in particular — sufficient to triage and classify tickets intelligently without resolving them
• Experience in a managed services or AMS environment with contractual SLA obligations
• Exposure to ITIL or structured service management frameworks
• Experience using AI tools (ChatGPT, Claude, Copilot) to improve the efficiency of customer communications or reporting
• Previous experience in a supervisory or team lead capacity

What We Offer 

• 13th Salary
• Provident Fund & Medical Fund
• Performance Bonus Scheme
• Hybrid Working Model for a balanced work-life experience
• Half-day Fridays to kickstart your weekend early
• Learning opportunities from top industry experts 
• Competitive remuneration package 
• A fun, entrepreneurial, and creative environment 

Apply now! 

This is a full-time employment position and offers a competitive remuneration package with opportunities for advancement and development. 

All applications will be treated with strict confidentiality. 

Please submit your CV and cover letter here and let us explore working together! 

How to Apply

Interested candidates are kindly requested to send their CV to the HR Manager at hr@supernova-consulting.com.

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About Company

Supernova Consulting Ltd

Supernova Consulting is a leading consulting, technology and outsourcing services firm serving clients in more than 30 countries. Combining unparalleled industry experience with leading technology offering, together with its clients, Supernova Consulting creates and delivers business and technology solutions that fit their needs and drive the results they want. 

For over a decade, Supernova Consulting has built a firm to help its clients accelerate business performance and realize their most important goals. 

For more information: 7777 1977, hr@supernova-consulting.com, www.supernova-consulting.com. 

Σχετικά με τη Supernova Consulting Ltd 

Η Supernova Consulting, ηγετική εταιρεία στον χώρο της συμβουλευτικής, τεχνολογίας και ανάθεσης υπηρεσιών, προσφέρει υπηρεσίες σε πελάτες σε περισσότερες από 30 χώρες. Συνδυάζοντας απαράμιλλη εμπειρία και τεχνογνωσία σε συνδυασμό με τις κορυφαίες τεχνολογίες που προσφέρει, μαζί με τους πελάτες της, η Supernova Consulting δημιουργεί και εφαρμόζει επιχειρησιακές και τεχνολογικές λύσεις κατάλληλες για τις ανάγκες τους και που μπορούν να τους οδηγήσουν στα αποτελέσματα που επιζητούν. 

Μέσα από την δεκαετή και πλέον εμπειρία της, η Supernova Consulting έχει αναπτύξει τον οργανισμό για να βοηθά τους πελάτες της να επιταχύνουν την επιχειρησιακή τους απόδοση και να πετύχουν τους πιο σημαντικούς τους στόχους. 

Για περισσότερες πληροφορίες: 7777 1977, hr@supernova-consulting.com, www.supernova-consulting.com.