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:Supervisionof a professional support team, including skills development and performance managementMonitor andmanageoperational 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 todrive growthand transformation initiativesHandle supervisor escalations and follow up on customer satisfaction surveys.Hire, develop,



and train support team to match business requirementsWork 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 agreat 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 platformsExcel proficiency IntermediateGood decision maker with a high degree of attention to detailStrong problem solving and analytical abilitiesHighly developed sense of integrityCollaboration and TeamworkDrives for ResultsService ExcellenceTakes InitiativeAvailability to work on weekendsExcellent interpersonal and verbal & written communication skillsWE VALUE:2+ years in the Digital Communications team3+ years customer service experienceExperience in the industry is preferredStrong continuous improvement mindset, strong leadership impactExperience with Salesforce.Com and SharePointDemonstrated experience with Knowledge Management & Call Center ManagementGood administration skillsWHAT'S IN IT FOR YOU?
Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.A collaborative and inclusive work environment where your contributions are valued.Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.Access to cutting-edge tools, resources, and a supportive team to help you excel.The chance to work with a general, innovative company shaping the future in its industry.
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📌 Technical Support Supervisor (San Luis Potosí)
🏢 SBG
📍 San Luis Potosí