As a Digital Communications Supervisor, you will lead a high-performing team of support professionals, driving operational excellence and delivering exceptional customer service through written channels such as: Chats, SMS, Facebook, Reviews, Emails, amongst others. You will be responsible for coaching, developing, and managing team performance to meet business goals and customer satisfaction metrics, within a team focused on chats and public platforms which demand strong quality standards and exceptional multitasking capabilities. In this role, you will collaborate with cross-functional teams to implement process improvements, support transformation initiatives, and foster a positive, employee-focused team culture. Your leadership will be key in ensuring a productive work environment, resolving escalations, and maintaining high standards of service delivery.

JOB DUTIES:

• Supervision of a professional support team, including skills development and performance management
• Monitor and manage operational and customer satisfaction metrics to meet organizational goals.




• Highlight areas of improvement and recommend changes in methods, processes, and tools.
• Work with the leadership team to drive growth and transformation initiatives
• Handle supervisor escalations and follow up on customer satisfaction surveys.
• Hire, develop, and train support team to match business requirements
• Work with QA team to provide feedback when needed.
• Provide feedback on technical and soft skills to support agents when needed.
• Create team culture and environment that is employee focused.
• Maintain a great working atmosphere that allows personal and professional development to each one of the team members.
• Encourage participation on site/team events that foster a positive work environment.

YOU MUST HAVE:

• Experience in technical support through Social Media channels and Live chat platforms
• Excel proficiency Intermediate
• Good decision maker with a high degree of attention

📌 Technical Support Supervisor (San Luis Potosí)
🏢 Resideo
📍 San Luis Potosí