Lead, coach, and develop Customer Care Associates to meet service, quality, productivity, attendance, and performance expectationsConduct one-on-one meetings and provide feedback, guidance, and support on customer interactions, ticket handling, process execution, and performanceMonitor calls, emails, and tickets to ensure quality standards, service expectations, and process requirementsReview customer communications to identify coaching opportunities and support consistent service deliveryFollow up on customer feedback, including negative NPS responses, identify root causes, and support service recoveryTrack attendance, review trends, address concerns, and ensure accurate timecard review and approvalHold team meetings to communicate business updates, reinforce expectations, review process changes, and align prioritiesEnsure team members remain trained in current processes, procedures, systems, and service expectationsIdentify performance trends, process gaps, training needs, and customer-impacting issues; elevate concerns or recommendations to leadershipPartner with leadership and internal departments on operational initiatives, process improvements, and consistent team executionRequirements5+ years of experience in Customer Service, Customer Care, Order Management, or a related field,



including experience leading and developing customer-facing teamsFull professional English proficiency, with strong verbal and written communication skillsProven ability to manage priorities, resolve customer issues, and drive performance in a fast-paced environmentStrong attention to detail, organizational skills, and a customer-focused mindsetHands-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 systemsCore CompetenciesDemonstrates 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 keywordsCustomer Service ManagementTeam LeadershipPerformance AnalysisMicrosoft Office SuiteCRM PlatformsHard SkillsCustomer ServiceOrder ManagementProcess ExecutionPerformance TrackingCoaching and DevelopmentSoft SkillsVerbal CommunicationWritten CommunicationAttention to DetailOrganizational SkillsCustomer-focused mindsetIndustry KeywordsCustomer CareService RecoveryQuality StandardsNPS ResponsesOperational InitiativesTools & TechnologiesSalesforceProphet 21CRM SystemsERP Platforms#J-*****-Ljbffr

📌 Customer Service Supervisor (Santiago de Querétaro)
🏢 Jobtailor
📍 Santiago de Querétaro