Empleos de customer service

Customer Service Supervisor - Shape the Future of Customer Experience

Ready to revolutionize customer service through innovative AI-human collaboration? We're seeking a dynamic Customer Service Supervisor to lead our customer service team. This role requires hands-on leadership experience in customer service environments and proven ability to supervise, coach, and develop customer service teams. This role is specifically designed for experienced customer service supervisors who understand the complexities of team management, performance accountability, and operational excellence in a customer service environment.

IMPORTANT

**If you are interested in this role, you MUST send your resume in English to be considered for this position.**

Compensation & Incentives

• Salary $23,100 MXN - $25,000 MXN per month (gross pay)
• Unlimited Team Performance Bonus- unlock limitless earnings with our bonus system linked to your team's performance!
• Attendance bonus $2,000.00 MXN
• Grocery Vouchers 10% of Salary at permanent contract
• Comprehensive paid training program - we invest in your success from day one
• Ongoing development opportunities and skill-building workshops
• Leadership development pathway with promotion potential
• Paid uniforms provided - look professional while representing our brand
• Referral Program up to $500
• Law Benefits starting from day 1
• Monday to Friday schedule: 7:00 AM - 4:00 PM
• Supportive team environment that celebrates every success
• A collaborative culture that values your input and ideas

Core Supervisory Responsibilities

• Supervise 3-5 customer service representatives in daily operations and performance
• Conduct regular 1-on-1 coaching sessions with direct reports to improve performance
• Manage employee schedules, attendance, and adherence to company policies
• Handle escalated customer complaints and complex issue resolution
• Monitor and report on team KPIs including call resolution time, customer satisfaction scores, and SLA compliance
• Conduct formal performance evaluations and document employee development plans
• Ensure 100% compliance with financial services regulations and company policies
• Identify and document opportunities for team improvement in procedures and standards
• Spot gaps in automation and provide strategic feedback to enhance tools and scripts
• Drive cost-effectiveness and efficiency through process optimization
• Champion continuous improvement culture across the support team
• Support team morale, recognition, and culture building initiatives
• Reinforce policy compliance and customer communication standards
• Evaluate Customer Service Specialists' interactions for quality and effectiveness
• Foster an environment of growth, learning, and exceptional service delivery

Qualifications & Experience

• MUST HAVE: Bilingual English/Spanish communication skills
• MUST HAVE: Minimum 2-3 years of direct supervisory experience managing customer service teams
• MUST HAVE: Proven experience conducting employee performance evaluations, disciplinary actions, and coaching sessions
• MUST HAVE: Experience with quality assurance reviews and customer service metrics management
• REQUIRED: Leadership background in multi-tiered customer service operations
• Demonstrated experience hiring, training, and developing customer service representatives
• Proven track record meeting SLA requirements and managing team performance to KPI targets
• Experience with escalation management and complex customer issue resolution
• Technical proficiency with customer service platforms (Five9, Zendesk, or similar CRM systems)
• Financial services experience with understanding of compliance requirements (FDCPA, CFPB)

Your New Work Environment Professional Setting

• Modern Office Environment: Climate-controlled, professional workspace
• Collaborative Atmosphere: Work alongside motivated, results-driven professionals
• Technology-Rich: Access to cutting-edge customer service platforms and tools
• Growth-Oriented Culture: Continuous learning and development opportunities

Career Advancement

• Clear Reporting Structure: Direct line to Director of Support & Delivery
• Leadership Development: Hands-on experience managing and developing team members
• Cross-Functional Exposure: Collaborate with multiple departments and senior leadership
• Skill Building: Expand expertise in AI-human workflow optimization and compliance management

Ready to Make Your Mark?

Take the next step in your customer service leadership career - apply today!

Job Type: Full-time

Pay: $23,100.00 - $25,000.00 per month

Ability to commute/relocate:

• 06500, Cuauhtémoc, CDMX: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have experience with leading a team?

Experience:

• Customer Service Supervisor: 2 years (Required)

Language:

• English (Required)

Location:

• 06500, Cuauhtémoc, CDMX (Required)

Work Location: In person