Customer Support Lead - Hybrid, KPI-Driven Coach

ID90 Travel; Córdoba; Híbrido; ARS 1.500.000 - 2.500.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid time off

Hybrid work schedule

Travel discounts & credits

Competitive benefits

Descripción de la vacante

ID90 Travel in Argentina is seeking a Customer Support Supervisor to lead frontline agents, drive performance and ensure consistent service delivery. You will coach, monitor KPIs, and handle escalations across chat, email and phone channels while collaborating with QA, AI Ops and leadership to continuously improve processes and the customer experience.

The role emphasizes coaching, accountability and a high-performing culture in a fast-paced, travel-tech environment.

Formación

• 4+ years in a Customer Support leadership or supervisory role
• Experience across multi-channel support (chat, email, phone)
• Experience handling escalations and performance management
• Experience in fast-paced, customer-focused environments
• Experience managing KPIs, SLAs, and workforce coordination
• Advanced English (C1) written and spoken
• Experience in tech, SaaS, travel, or high-volume support is preferred
• Bachelor’s or equivalent preferred
• Zendesk experience preferred

Responsabilidades

• Lead, coach and support agents in daily performance and development
• Monitor KPIs, service levels and operations
• Manage schedules, PTO approvals, and coverage
• Handle complex escalations and ensure timely resolutions
• Enforce quality standards and process improvements
• Support onboarding, training and performance initiatives
• Collaborate with QA, AI Ops and leadership to improve processes
• Track trends and identify improvement opportunities
• Support payroll inputs, bonuses and overtime validation
• Foster a collaborative and high-performing team culture

Conocimientos

Leadership

Coaching

Communication

Escalation management

Multitasking

Analytical skills

Decision making

Time management

Cross-functional collaboration

Customer-centric

CRM platforms

AI automation tools

Educación

Terciario

Bachelor’s degree or equivalent

Herramientas

Zendesk

CRM systems

AI automation tools

Descripción del empleo

ID90 Travel in Argentina is seeking a Customer Support Supervisor to lead frontline agents, drive performance and ensure consistent service delivery. You will coach, monitor KPIs, and handle escalations across chat, email and phone channels while collaborating with QA, AI Ops and leadership to continuously improve processes and the customer experience.

The role emphasizes coaching, accountability and a high-performing culture in a fast-paced, travel-tech environment.