The Support Supervisor oversees User Support teams, manages escalations, and ensures service quality. This role also serves as a key communication bridge with US teams.
Key Responsibilities
- Train and supervise User Support staff.
- Handle first-level escalations.
- Monitor support quality and performance.
- Compile monthly reports on common and time-consuming issues.
- Communicate insights to US Support and Product teams.
- Support team growth and scaling.
RequirementsRequirements
- Business-level English (spoken and written).
- Proven experience leading support teams.
- Strong analytical and reporting skills.
- Ability to manage up to 50 support agents (initially 10 Office Support Users).
- Excellent leadership and communication skills.
BenefitsLocation
On-site – Torreón, Coahuila, Mexico
Compensation
Open and negotiable.
📌 Support Supervisor (Pachuca de Soto)
🏢 Helix Workforce
📍 Pachuca de Soto
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