Description

Reporting to the Customer Care Manager, the Customer Care Supervisor is responsible for leading, coaching, and developing a team of Customer Care Associates to deliver consistent, high-quality service and meet established performance expectations. This role provides day-to-day leadership through coaching, feedback, quality oversight, attendance management, performance follow-up, and team communication.
The Customer Care Supervisor ensures team members understand current processes, follow established standards, and receive the support needed to perform effectively. This role requires strong leadership, sound judgement, attention to detail, and consistent follow-through while fostering a team environment focused on service excellence, employee development, accountability, and operational results.

JOB DUTIES:
- Lead, coach, and develop Customer Care Associates to meet established service, quality, productivity, attendance, and performance expectations.
- Conduct regular one-on-one meetings and provide ongoing feedback, guidance, and support on customer interactions,



ticket handling, process execution, and performance opportunities.
- Monitor customer interactions, including calls, emails, and tickets, to ensure quality standards, service expectations, and process requirements are being met.
- Review and evaluate calls, emails, and customer communications to identify coaching opportunities and support consistent service delivery.
- Follow up on customer feedback, including negative NPS responses, to understand concerns, identify root causes, and support service recovery as needed.
- Track attendance, review attendance trends, address attendance concerns, and ensure team member timecards are reviewed and approved accurately within required deadlines.
- Hold regular team meetings to communicate business updates, reinforce expectations, review process changes, and keep team members aligned on priorities.
- Ensure team members remain trained in current process

📌 Customer Service Supervisor (San Luis Potosí)
🏢 Resideo
📍 San Luis Potosí