Technical Support Supervisor

Technical Support Supervisor

As a Technical Support Supervisor, you will lead a high-performing team of support professionals, driving operational excellence and delivering exceptional customer service. You will be responsible for coaching, developing, and managing team performance to meet business goals and customer satisfaction metrics. 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:

• 3+ years of experience in customer service, preferably in a technical support environment.
• Excellent verbal and written communication skills with strong interpersonal abilities.
• Strong attention to detail and confident decision-making under pressure.
• Proven ability to analyze problems and deliver effective solutions.
• Collaborative team player who builds trust and drives team success.
• Results-driven mindset with a focus on meeting performance goals.

We Value:

• Strong continuous improvement mindset, strong leadership impact
• Experience with Salesforce.com and SharePoint
• Demonstrated experience with Knowledge Management & Call Center Management.

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.