About the role
The Customer Support Supervisor oversees and leads a team of customer support agents, ensuring users receive prompt, efficient, and high-quality assistance. Reporting to the Head of Customer Support, this role owns the day-to-day performance of the team: tracking KPIs, evaluating agent efficiency and quality, and coaching agents to meet or exceed targets. The Supervisor acts as a key link between agents, users, and leadership to ensure smooth communication, timely issue resolution, and continuous service improvement.
What You'll Do
- Monitor and evaluate agent performance against core support KPIs (response time, resolution time, ticket volume/throughput, quality scores, adherence)
- Identify underperformance early and deliver coaching, feedback, and performance improvement plans
- Generate weekly performance reports at both team and individual levels, highlighting trends, risks, and wins
- Partner with the Head of Support to set targets and translate department goals into individual agent objectives
- Provide day-to-day guidance to agents, escalating complex or sensitive cases as needed
- Analyze recurring issues and workflow bottlenecks, and recommend process improvements that increase efficiency
- Track progress on internal team projects and report on status
- Take on ad hoc responsibilities assigned by the Head of Support on a weekly basis
What You'll Bring
- 2+ years in customer support, with at least 1 year leading, supervising, or mentoring a team
- Proven track record of managing a team against performance metrics and hitting KPI targets
- Experience with ticketing platforms and their reporting tools (e.g., Zendesk, Intercom, Freshdesk)
- Excellent written and verbal communication skills
- Coaching mindset: able to give direct, constructive feedback and develop people over time
- Strong organizational skills and the ability to prioritize in a fast-paced, high-volume environment
- Sound judgment on when to resolve independently versus escalate
- Availability to support shift coverage as needed
Expected hours: No less than 40 per week
Flexible scheduling options
- Day Shift
- Night Shift
- Overnight Shift
This position is onsite at our Monterrey, MX .