Pricing and Support Team Supervisor

Pricing & Support Supervisor

At Ecolab, you can help take on some of the world’s most meaningful challenges, delivering critical insights and innovative solutions to help our customers achieve clean water, safe food, abundant energy and healthy environments. With our worldwide reach and ambitious growth plans, you will have the opportunity to own your future and impact what matters. Are you ready to make an impact?

What’s in it For You:

• You will join a growth company offering a competitive salary and benefits.
• The ability to make an impact and shape your career with a company that is passionate about growth.
• The support of an organization that believes it is vital to include and engage diverse people, perspectives and ideas to achieve our best.
• Feel proud each day to work for a company that provides clean water, safe food, abundant energy and healthy environments.

Job Descriptions:

The Supervisor leads a dynamic team to deliver exceptional support for the North America region. This role is vital for driving customer satisfaction, managing escalations, and delivering actionable insights through data monitoring and measuring . The ideal candidate will possess strong leadership qualities, technical proficiency, and a customer-first approach to consistently meet performance benchmarks in a global service environment.

Key Responsibilities:

• Lead and supervise a team of associates across shifts
• Monitor performance, provide coaching, and conduct regular feedback sessions
• Ensure timely resolution of tickets and escalations in line with SLAs
• Manage escalation protocols and serve as point of contact for critical issues
• Implement and maintain procedures, documentation, and knowledge base
• Track KPIs and metrics to assess team performance and identify improvement areas
• Liaise with global IT teams, business units, and vendors to ensure seamless support
• Communicate system updates, outages, and resolutions to relevant stakeholders
• Onboard new team members and conduct training on tools, systems, and processes
• Promote a culture of continuous learning and service excellence

Qualifications:

• Bachelor’s degree
• 8+ years of experience in Customer support/helpdesk roles, with 3+ years in a supervisory capacity
• Prior experience in a GCC/GBS or shared services environment is highly preferred
• Strong knowledge of helpdesk systems, remote support tools, and ticketing platforms like Salesforce , ServiceNow ,
• Excellent communication, leadership, and problem-solving skills
• Experience supporting global users across time zones
• Familiarity with multi-tier support models and escalation workflows
• Ability to manage high-pressure situations and prioritize effectively
• Strong customer service orientation and stakeholder engagement skills

Technical Skills:

• Advanced proficiency in Microsoft Excel with strong data analysis capabilities
• Experience in working on Salesforce , Service now tools
• Skilled in presenting complex information clearly
• Knowledgeable in industry best practices and operational standards
• Six Sigma Projects , process improvements exposure
• Work Environment
• Scheduled hours: 4 PM to 1 AM IST, with flexibility as required by business needs
• Must be adaptable to support global business operations across time zonesHybrid model 3 days in a week Working from office

Experience Level

Senior Level