Bilingual Customer Support Supervisor

A company is looking for a Customer Support Supervisor to manage day-to-day operations in their Level 1 Customer Support team.

Key Responsibilities

Monitor and manage incoming contact channels and agent status to ensure adequate coverage

Train and coach Level 1 agents to maintain high standards of customer support

Handle escalations and collaborate with management on resolutions as needed

Required Qualifications

1-3 years of leadership experience in a high-volume contact center support environment

1+ years of experience in customer billing, finance, and retention support

Bilingual in English and Spanish is required

Strong understanding of Behavioral-Based Coaching Model and performance management

Experience with customer-facing roles and superior customer service skills