Customer Support Supervisor

About Us

About the Role

What You’ll Do

• Lead, coach, and inspire a team of 10–15 Customer Support Specialists to achieve excellence in performance and service quality.
• Monitor and analyze key metrics to identify trends, build hypotheses, and implement data-driven improvements.
• Detect operational bottlenecks and proactively design solutions to increase efficiency and scalability.
• Collaborate cross-functionally with Product, Engineering, and Operations to optimize processes and customer journeys.
• Foster a culture of continuous learning, accountability, and feedback, helping your team grow both personally and professionally.
• Ensure high-quality support delivery across communication.
• Be hands-on when needed — from handling escalations to rolling up your sleeves during peak times.

What We’re Looking For

• Bachelor’s degree in Business, Engineering, or related field.
• 2+ years of experience leading customer support teams in fintech, tech, or startup environments.
• Proven track record of improving processes and operational KPIs.
• Strong analytical mindset: able to interpret data and translate insights into action.
• Excellent communication, coaching, and conflict-resolution skills.
• Comfortable operating in high-speed, constantly evolving environments.
• Experience with tools like Zendesk, Intercom, or Salesforce Service Cloud.
• English: Upper-intermediate level or above.
• Be hands-on when needed — from handling escalations to rolling up your sleeves during peak times.
• English: Upper-intermediate level or above.
• Be comfortable working occasional weekend shifts or on-call rotations to support critical operational needs.

What We Offer You

• Competitive salary: $30,000 MXN gross per month + annual performance bonus.
• 100% remote work.
• Flexible PTO policy.
• Health insurance.
• Fast-paced, high-impact environment where your work truly matters.
• Opportunities to grow and lead as we scale across new markets.

Equal Opportunity Employer