Customer Support Supervisor – Project-based

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversee daily operations of the team as the Team Captain.

• Act as a point of escalation for issues beyond an agent’s authority.

• Collaborate with the Client Experience Manager and People Manager to discover growth and development opportunities for team members.

• Provide coaching to team members while identifying avenues for their growth and development.

• Track attendance, punctuality, and personnel issues; escalate to HR for disciplinary measures as necessary.

• Evaluate performance and deliver prompt feedback through regular coaching sessions and weekly/monthly performance reviews.

• Ensure team members receive adequate training and consistently fulfill client requirements.

• Guarantee that the team achieves company and client-specific KPI targets.

• Address the needs of team members and equipment to maintain service levels.

• Suggest pertinent alternatives to the company’s products or tools.

• Work alongside the People Development Manager on career trajectories and comprehensive training programs.

• Communicate recurring issues to the Service Delivery Manager.

• Foster a positive culture by upholding Boldr’s core values.

• Mentor advisors and analysts on their growth, development, best practices, and morale.

• Familiarize yourself with client contacts, requirements, and operational procedures.

• Enforce policies pertaining to client products.

• Assist in the development of customer support and success processes.

• Exhibit a thorough understanding of both company and client offerings.

• Investigate and resolve intricate client requests or complaints involving multiple departments or teams.

• Collaborate with the Client Experience Manager to identify opportunities for continuous improvement and additional client value.

⛳️ Requirements

• Inquisitive and genuine.

• Enthusiastic about learning and building relationships with clients.

• Analytical thinker and proficient problem solver.

• Capable of multitasking and setting priorities effectively.

• Flexible with changes and detail-oriented.

• Strong ability to work collaboratively within a team setting.

• Skilled in alleviating tension during heated discussions by listening and focusing on solutions.

• Fluent and articulate, possessing strong writing and clear presentation skills—persuasive yet empathetic.

• Competent in managing conflict and pressure, setting priorities, and maintaining a positive client service image in challenging situations.

• Available to work during US business hours, with flexibility based on operational requirements.

• Bachelor's/College degree in a relevant field.

• Minimum of three years of supervisory experience in a related area, particularly in email and chat support.

• Experience in supporting SaaS products or troubleshooting non-voice channels, including chats, emails, and SMS.

• Basic understanding of content moderation.

• Intermediate proficiency in CRM systems, especially Zendesk and Salesforce.

• Intermediate knowledge of cloud-based applications such as Google Drive, Google Sheets, and Google Docs.

• Intermediate skills in Microsoft Office applications.

• Willingness to learn about Data Science and Machine Learning.

• Exceptional verbal and written communication skills.

• Ability to articulate and convey complex ideas to customers both verbally and in writing.

• Quick learner with a knack for navigating new technologies, systems, and applications.

• Openness to receiving feedback gracefully and with an open mindset.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work schedule and work-from-home options.

• Engaging company culture focused on teamwork and collaboration.