Back

Customer Support Supervisor (LatAm)

Office - Senior

Mexico, Mexico

We’re expanding our Customer Support team in one of the most significant markets for inDrive. This new team member will be responsible for monitoring service metrics and implementing strategies to achieve departmental KPIs and goals. Conduct regular performance evaluations and provide feedback, onboard new hirings and support on recruitment processes . If you are ready to be part of a new team and go to the next step we are waiting for you.

Position not open anymore

Responsibilities

  • Continuous improvement of customer support processes inside the team;
  • Handling incoming & outgoing calls;
  • Helping and solving appeals of users;
  • Control the quality of the work of the staff of the Contact Center
  • Translation of texts;
  • Training and hiring new Technical Support Specialists;
  • Supervise and monitor the activities of Technical Support Specialists;
  • Control the compliance of Technical Support Specialists with production discipline;
  • Prepare reports on the quality of work performed by Technical Support Specialists;
  • Answering questions from staff and providing guidance and feedback;
  • Devise ways to optimize procedures and keep staff motivated.

Qualifications

  • Work experience in a similar position, or in Senior Technical Support Specialist position (minimum for 1 year).
  • Minimum experience of 1 year in activities related to the customer support as team leader.
  • Availability to work different shifts, either day or night.
  • Availability to work from the office near Reforma 222.
  • PC knowledge at the confident user level
  • Google products knowledge: Google Sheets Google Docs)
  • Grammatically correct in written and verbal
  • Competent verbal and written communication
  • Basic HR administration skills.
  • English B2-C1