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