Helix Workforce
Support Supervisor
- Compensation
- Not disclosed
- Location
- Torreón, Mexico
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- Support
- Posted
Must have
- Business-level English (spoken and written).
- Proven experience leading support teams.
- Strong analytical and reporting skills.
- Ability to manage up to 50 support agents (initially 10 Office Support Users).
- Excellent leadership and communication skills.
Full description
The Support Supervisor oversees User Support teams, manages escalations, and ensures service quality. This role also serves as a key communication bridge with US teams.
Key Responsibilities
- Train and supervise User Support staff.
- Handle first-level escalations.
- Monitor support quality and performance.
- Compile monthly reports on common and time-consuming issues.
- Communicate insights to US Support and Product teams.
- Support team growth and scaling.
Requirements
Requirements
- Business-level English (spoken and written).
- Proven experience leading support teams.
- Strong analytical and reporting skills.
- Ability to manage up to 50 support agents (initially 10 Office Support Users).
- Excellent leadership and communication skills.
Benefits
Location
On-site – Torreón, Coahuila, Mexico
Compensation
Open and negotiable.