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 DoMonitor 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 plansGenerate weekly performance reports at both team and individual levels, highlighting trends, risks, and winsPartner with the Head of Support to set targets and translate department goals into individual agent objectivesProvide day-to-day guidance to agents, escalating complex or sensitive cases as neededAnalyze recurring issues and workflow bottlenecks,



and recommend process improvements that increase efficiencyTrack progress on internal team projects and report on statusTake on ad hoc responsibilities assigned by the Head of Support on a weekly basisWhat You'll Bring2+ years in customer support, with at least 1 year leading, supervising, or mentoring a teamProven track record of managing a team against performance metrics and hitting KPI targetsExperience with ticketing platforms and their reporting tools (e.G., Zendesk, Intercom, Freshdesk)Excellent written and verbal communication skillsCoaching mindset: able to give direct, constructive feedback and develop people over timeStrong organizational skills and the ability to prioritize in a fast-paced, high-volume environmentSound judgment on when to resolve independently versus **?
**Availability to support shift coverage as neededExpected hours: No less than 40 per weekDay ShiftNight ShiftOvernight ShiftThis position is onsite at our Monterrey, MX .
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📌 Customer Support Supervisor (Monterrey)
🏢 NextGen Ventures
📍 Monterrey