Customer Support Supervisor

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 escalate

• Availability to support shift coverage as needed

Expected hours: No less than 40 per week

Flexible scheduling options

• Day Shift

• Night Shift

• Overnight Shift

This position is onsite at our Monterrey, MX .