Lead, coach, and develop Customer Care Associates to meet service, quality, productivity, attendance, and performance expectations

Conduct one-on-one meetings and provide feedback, guidance, and support on customer interactions, ticket handling, process execution, and performance

Monitor calls, emails, and tickets to ensure quality standards, service expectations, and process requirements

Review customer communications to identify coaching opportunities and support consistent service delivery

Follow up on customer feedback, including negative NPS responses, identify root causes, and support service recovery

Track attendance, review trends, address concerns, and ensure accurate timecard review and approval

Hold team meetings to communicate business updates, reinforce expectations, review process changes, and align priorities

Ensure team members remain trained in current processes, procedures, systems, and service expectations

Identify performance trends, process gaps, training needs, and customer-impacting issues; elevate concerns or recommendations to leadership

Partner with leadership and internal departments on operational initiatives, process improvements, and consistent team execution

Requirements

5+ years of experience in Customer Service, Customer Care, Order Management, or a related field, including experience leading and developing customer-facing teams

Full professional English proficiency,



with strong verbal and written communication skills

Proven ability to manage priorities, resolve customer issues, and drive performance in a fast-paced environment

Strong attention to detail, organizational skills, and a customer-focused mindset

Hands-on experience with Microsoft Office Suite (Excel, Word, PowerPoint)

Experience with customer service, CRM, or ERP platforms such as Salesforce, Prophet 21 (P21), or similar systems

Core Competencies
Demonstrates strong leadership in developing and coaching customer care teams to achieve service excellence and performance goals. Proficient in analyzing customer interactions and feedback to drive process improvements and enhance service delivery.

Highest-signal resume keywords

Customer Service Management

Team Leadership

Performance Analysis

Microsoft Office Suite

CRM Platforms

Hard Skills

Customer Service

Order Management

Process Execution

Performance Tracking

Coaching and Development

Soft Skills

Verbal Communication

Written Communication

Attention to Detail

Organizational Skills

Customer-focused mindset

Industry Keywords

Customer Care

Service Recovery

Quality Standards

NPS Responses

Operational Initiatives

Tools & Technologies

Salesforce

Prophet 21

CRM Systems

ERP Platforms

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📌 Customer Service Supervisor (Santiago Mexquititlán Barrio 1ro.)
🏢 Jobtailor
📍 Santiago Mexquititlán Barrio 1ro.