The Customer Support Supervisor oversees and leads a team of customer support agents, ensuring users receive prompt, efficient, and high-quality assistance.
Reporting to the Head of Customer Support, this role owns the day-to-day performance of the team: tracking KPIs, evaluating agent efficiency and quality, and coaching agents to meet or exceed targets.
The Supervisor acts as a key link between agents, users, and leadership to ensure smooth communication, timely issue resolution, and continuous service improvement.
What You'll Do
Monitor and evaluate agent performance against core support KPIs (response time, resolution time, ticket volume/throughput, quality scores, adherence)
Identify underperformance early and deliver coaching, feedback, and performance improvement plans
Generate weekly performance reports at both team and individual levels, highlighting trends, risks, and wins
Partner with the Head of Support to set targets and translate department goals into individual agent objectives
Provide day-to-day guidance to agents, escalating complex or sensitive cases as needed
Analyze recurring issues and workflow bottlenecks,



and recommend process improvements that increase efficiency
Track progress on internal team projects and report on status
Take on ad hoc responsibilities assigned by the Head of Support on a weekly basis
What You'll Bring
2+ years in customer support, with at least 1 year leading, supervising, or mentoring a team
Proven track record of managing a team against performance metrics and hitting KPI targets
Experience with ticketing platforms and their reporting tools (e.g., Zendesk, Intercom, Freshdesk)
Excellent written and verbal communication skills
Coaching mindset: able to give direct, constructive feedback and develop people over time
Strong organizational skills and the ability to prioritize in a fast-paced, high-volume environment
Sound judgment on when to resolve independently versus **?
**
Availability to support shift coverage as needed
Expected hours: No less than 40 per week
Day Shift
Night Shift
Overnight Shift
This position is onsite at our Monterrey, MX .
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📌 Customer Support Supervisor (Monterrey)
🏢 NextGen Ventures
📍 Monterrey