We are seeking an experienced Customer Service Supervisor to lead and support a customer service team while ensuring a high standard of communication, professionalism, and client satisfaction.

The idóneo candidate has previous experience supervising customer service representatives in a fast-paced environment. Experience working in a law firm, legal intake department, personal injury firm, or other legal environment is strongly preferred. Still, candidates with strong transferable customer service leadership experience are also encouraged to apply.

Responsibilities

* Supervise and support a team of customer service representatives.
* Monitor team performance, productivity, attendance, and quality of service.
* Coach and train team members to improve communication, professionalism, and overall performance.
* Review calls, messages, and client interactions for quality assurance.
* Assist team members with difficult or escalated client situations.
* Ensure calls, emails, and client inquiries are handled promptly and professionally.
* Monitor workflows and ensure assigned tasks and follow-ups are completed.
* Help develop and improve customer service procedures, scripts, and processes.
* Provide regular feedback and performance evaluations to team members.
* Track key performance indicators and prepare basic performance reports.
* Coordinate with management and other departments to resolve client concerns.
* Ensure accurate documentation of client communications and interactions.
* Help maintain a professional, positive, and accountable team environment.

Qualifications

* Previous experience in customer service, client services, call center operations, or a similar client-facing role.
* Previous supervisory, team lead, or management experience strongly preferred.




* Experience in a law firm or legal services environment is highly preferred.
* Experience with legal intake or personal injury law is a plus.
* Excellent verbal and written communication skills.
* Strong leadership and coaching abilities.
* Ability to handle escalated or sensitive client situations professionally.
* Strong organizational and time-management skills.
* Detail-oriented and comfortable working with multiple priorities.
* Comfortable working with phone systems, CRM platforms, and other customer service software.
* Ability to monitor performance and hold team members accountable while maintaining a supportive working environment.

Preferred Experience

Candidates with experience in any of the following areas are especially encouraged to apply:

* Law firms
* Personal injury firms
* Legal intake departments
* Medical or healthcare customer service
* Insurance
* High-volume call centers
* Professional services

What We Are Looking For

We are looking for someone who is proactive, organized, dependable, and comfortable taking ownership of a team's performance. The right candidate should be able to balance excellent customer service with accountability, quality control, and operational efficiency.

If you have experience leading a customer service team and enjoy helping employees improve while ensuring clients receive excellent service, we would like to hear from you.

To apply, please submit your resume highlighting your customer service leadership experience and any previous experience within the legal industry.
-Requerimientos- Educación mínima: Educación media superior -Bachillerato General
2 años de experiencia
Idiomas: Español ,Inglés
Palabras clave: servicio, service, residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan

📌 Customer Service Supervisor (Ciudad de México)
🏢 BIOMEDICAGAOZ
📍 Ciudad de México