<p>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.</p> <p><strong>What You'll Do</strong></p> <ul> <li>Monitor and evaluate agent performance against core support KPIs (response time, resolution time, ticket volume/throughput, quality scores, adherence)</li> <li>Identify underperformance early and deliver coaching, feedback, and performance improvement plans</li> <li>Generate weekly performance reports at both team and individual levels, highlighting trends, risks, and wins</li> <li>Partner with the Head of Support to set targets and translate department goals into individual agent objectives</li> <li>Provide day-to-day guidance to agents, escalating complex or sensitive cases as needed</li> <li>Analyze recurring issues and workflow bottlenecks, and recommend process improvements that increase efficiency</li> <li>Track progress on internal team projects and report on status</li> <li>Take on ad hoc responsibilities assigned by the Head of Support on a weekly basis</li> </ul> <p><strong>What You'll Bring</strong></p> <ul> <li>2+ years in customer support, with at least 1 year leading, supervising, or mentoring a team</li> <li>Proven track record of managing a team against performance metrics and hitting KPI targets</li> <li>Experience with ticketing platforms and their reporting tools (e.g., Zendesk, Intercom, Freshdesk)</li> <li>Excellent written and verbal communication skills</li> <li>Coaching mindset: able to give direct, constructive feedback and develop people over time</li> <li>Strong organizational skills and the ability to prioritize in a fast-paced, high-volume environment</li> <li>Sound judgment on when to resolve independently versus escalate</li> <li>Availability to support shift coverage as needed</li> </ul> <p>Expected hours: No less than 40 per week</p> <p>Flexible scheduling options</p> <ul data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">Day Shift </li> <li data-stringify-indent="0" data-stringify-border="0">Night Shift </li> <li data-stringify-indent="0" data-stringify-border="0">Overnight Shift</li> </ul> <p>This position is onsite at our Monterrey, MX .</p>