Customer Support Supervisor

What does a Customer Support Supervisor do?

A Customer Support Supervisor leads the frontline agents to ensure consistent service delivery, strong performance, and smooth daily operations.

This role is responsible for driving team performance, maintaining service quality, handling escalations, and helping create a high-performing and collaborative support environment. This role works closely with leadership, QA, AI Ops, and other cross-functional teams to continuously improve processes, customer experience, and team engagement.

This is an ideal opportunity for someone who enjoys coaching people, thrives in fast-paced environments, and is passionate about delivering exceptional customer experiences.



Duties/Responsibilities:

Lead, coach, and support Customer Support agents in their daily performance and development
Monitor team KPIs, service levels, and operational performance across support channels
Manage schedules, staffing adjustments, PTO approvals, and coverage needs
Handle complex customer escalations and ensure timely, policy-aligned resolutions
Reinforce quality standards, workflows, and operational processes
Support onboarding, training, and performance improvement initiatives
Collaborate with QA, AI Ops, and Customer Support leadership to improve processes and customer experience
Track operational trends, identify improvement opportunities, and escalate risks when necessary
Support administrative tasks including payroll inputs, bonus calculations, and overtime validation
Foster a collaborative, accountable, and high-performance team culture


Required Skills/Abilities:

Strong leadership, coaching, and team management skills
Excellent communication and interpersonal abilities
Strong conflict resolution and customer escalation management skills
Ability to multitask and prioritize effectively in a fast-paced environment
Strong analytical and problem-solving capabilities
Ability to monitor and interpret operational and performance metrics
High level of accountability, ownership, and decision-making ability
Strong organizational and time management skills
Ability to adapt quickly to operational changes and shifting priorities
Experience working cross-functionally with multiple teams and stakeholders
Customer-centric mindset with a focus on service excellence
Proficiency with customer support platforms, CRM systems, and operational tools
Experience with AI-driven workflows or automation tools is a plus


Qualifications and Experience:

4+ years of experience in a Customer Support leadership or supervisory role
Previous experience managing customer support operations across multiple channels (chat, email, phone)
Experience handling customer escalations and performance management processes
Proven experience working in fast-paced, customer-focused environments
Experience managing KPIs, service levels, and workforce coordination
Advanced English communication skills, both written and verbal (C1)
Experience in tech, SaaS, e-commerce, travel, or high-volume support environments is preferred
Bachelor’s degree or equivalent experience preferred
Experience using Zendesk is preferred
Special Requirements:

Prolonged periods sitting at a desk and working on a computer
Home Internet connection (50mb minimum)
Possibility of WFH in a silent space
Availability to work during saturdays and Argentinean holidays (Feriados)
What do we offer?

A 44-hour/week position
Paid time off
Hybrid work schedule
Friendly staff and an international team of people learning from one another
A competitive salary and great benefits
Travel discounts & credits
.

-Requerimientos- Educación mínima: Terciario
4 años de experiencia
Idiomas: Inglés
Conocimientos: Crm, Supervisión, Zendesk
Palabras clave: apoyo, support, soporte, residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan