Supervisor, Customer Support

Employer Industry: Internet of Things (IoT) and Connected Operations

• Competitive compensation with performance-based bonuses and potential equity in a high-growth public company
• Opportunities for career advancement and professional development within a rapidly growing organization
• Flexible remote work model that accommodates diverse team needs
• Supportive and inclusive work environment that values diverse backgrounds
• Chance to make a real-world impact in industries critical to the global economy
• Collaborative team culture that celebrates successes together

• Oversee day-to-day management of incoming contact channels (Phone, Email, Chat) and ensure adequate agent coverage
• Train, coach, and develop Level 1 Customer Support Specialists to maintain high standards of customer service
• Conduct ticket audits and provide active coaching to enhance team performance
• Serve as the initial point of escalation for customer inquiries, collaborating with management for resolutions
• Champion and embed the company's cultural principles while leading a high-performing team

• 1-3 years of leadership experience in a high-volume contact center support environment
• 1+ years of experience in customer retention leadership
• Proficiency in both Spanish and English
• Strong understanding of Behavioral-Based Coaching Model and goal-setting frameworks
• BA/BS degree or equivalent work experience

• Familiarity with ITSM Methodologies
• Proficiency in French is a plus

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