Technical Support Supervisor

Technical Support Supervisor

SAN LUIS POTOSÍ, SLP, Mexico

(Hybrid)

Job Description

As a Digital Communications Supervisor, you will lead a high-performing team of support professionals, driving operational excellence and delivering exceptional customer service through written channels such as: Chats, SMS, Facebook, Reviews, Emails, amongst others. You will be responsible for coaching, developing, and managing team performance to meet business goals and customer satisfaction metrics, within a team focused on chats and public platforms which demand strong quality standards and exceptional multitasking capabilities. In this role, you will collaborate with cross-functional teams to implement process improvements, support transformation initiatives, and foster a positive, employee-focused team culture. Your leadership will be key in ensuring a productive work environment, resolving escalations, and maintaining high standards of service delivery.

JOB DUTIES:

• Supervision of a professional support team, including skills development and performance management
• Monitor and manage operational and customer satisfaction metrics to meet organizational goals.
• Highlight areas of improvement and recommend changes in methods, processes, and tools.
• Work with the leadership team to drive growth and transformation initiatives
• Handle supervisor escalations and follow up on customer satisfaction surveys.
• Hire, develop, and train support team to match business requirements
• Work with QA team to provide feedback when needed.
• Provide feedback on technical and soft skills to support agents when needed.
• Create team culture and environment that is employee focused.
• Maintain a great working atmosphere that allows personal and professional development to each one of the team members.
• Encourage participation on site/team events that foster a positive work environment.

YOU MUST HAVE:

• Experience in technical support through Social Media channels and Live chat platforms
• Excel proficiency Intermediate
• Good decision maker with a high degree of attention to detail
• Strong problem solving and analytical abilities
• Highly developed sense of integrity
• Collaboration and Teamwork
• Drives for Results
• Service Excellence
• Takes Initiative
• Availability to work on weekends
• Excellent interpersonal and verbal & written communication skills

WE VALUE:

• 2+ years in the Digital Communications team
• 3+ years customer service experience
• Experience in the industry is preferred
• Strong continuous improvement mindset, strong leadership impact
• Experience with Salesforce.com and SharePoint
• Demonstrated experience with Knowledge Management & Call Center Management
• Good administration skills

WHAT'S IN IT FOR YOU?

• Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
• A collaborative and inclusive work environment where your contributions are valued.
• Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
• Access to cutting-edge tools, resources, and a supportive team to help you excel.
• The chance to work with a global, innovative company shaping the future in its industry.

About Us

Resideo is a global leader in smart home and building solutions, with trusted brands including Honeywell Home, First Alert, and Resideo helping people feel more comfortable, secure, connected, and in control every day. Our products and technologies are found in more than 150 million homes and businesses worldwide. From intelligent climate solutions to security, sensing, water, and connected home technologies, Resideo develops and manufactures products designed to simplify everyday life and help protect what matters most. Our global teams span engineering, manufacturing, software, product management, supply chain, customer experience, and more — all working together to shape the future of connected living through innovation, quality, and meaningful real-world impact. At Resideo, our teams help create products and experiences that make everyday life more comfortable, secure, and connected for millions around the world. Learn more at www.resideo.com.

You can find out more about how the talent community works here: Resideo Talent Community Terms. Our recruitment privacy notice Resideo -Recruitment Privacy Notice - Dec 16 2022 describes in more detail how we process your personal data and how you can exercise your personal data rights.

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Job Info

• Job Identification 19517

• Job Category Technical Support

• Posting Date 09/30/2026, 02:39 PM

• Job Schedule Full time

• Locations

Avenida Palmira No 351. 5to Piso, San Luis Potosi, San Luis Potosi, 78295, MX

(Hybrid)

• Incentive Eligible N/A

• Business Resideo

• Hiring

Salary

We are committed to inclusive and equitable compensation. Salaries are determined by factors like role responsibilities, candidate qualifications, and geographic location. We also provide additional benefits tailored to your location and role.