Customer Support Supervisor

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

What does a Customer Support Supervisor do?

A Customer Support Supervisor leads the frontline agents to ensure consistent service delivery, strong performance, and smooth daily operations.

This role is responsible for driving team performance, maintaining service quality, handling escalations, and helping create a high-performing and collaborative support environment. This role works closely with leadership, QA, AI Ops, and other cross-functional teams to continuously improve processes, customer experience, and team engagement.

This is an ideal opportunity for someone who enjoys coaching people, thrives in fast-paced environments, and is passionate about delivering exceptional customer experiences.

Duties/Responsibilities:

• Lead, coach, and support Customer Support agents in their daily performance and development
• Monitor team KPIs, service levels, and operational performance across support channels
• Manage schedules, staffing adjustments, PTO approvals, and coverage needs
• Handle complex customer escalations and ensure timely, policy-aligned resolutions
• Reinforce quality standards, workflows, and operational processes
• Support onboarding, training, and performance improvement initiatives
• Collaborate with QA, AI Ops, and Customer Support leadership to improve processes and customer experience
• Track operational trends, identify improvement opportunities, and elevate risks when necessary
• Support administrative tasks including payroll inputs, bonus calculations, and overtime validation
• Foster a collaborative, accountable, and high-performance team culture

Required Skills/Abilities:

• Strong leadership, coaching, and team management skills
• Excellent communication and interpersonal abilities
• Strong conflict resolution and customer escalation management skills
• Ability to multitask and prioritize effectively in a fast-paced environment
• Strong analytical and problem-solving capabilities
• Ability to monitor and interpret operational and performance metrics
• High level of accountability, ownership, and decision-making ability
• Strong organizational and time management skills
• Ability to adapt quickly to operational changes and shifting priorities
• Experience working cross-functionally with multiple teams and stakeholders
• Customer-centric mindset with a focus on service excellence
• Proficiency with customer support platforms, CRM systems, and operational tools
• Experience with AI-driven workflows or automation tools is a plus

Qualifications and Experience:

• 4+ years of experience in a Customer Support leadership or supervisory role
• Previous experience managing customer support operations across multiple channels (chat, email, phone)
• Experience handling customer escalations and performance management processes
• Proven experience working in fast-paced, customer-focused environments
• Experience managing KPIs, service levels, and workforce coordination
• Advanced English communication skills, both written and verbal (C1)
• Experience in tech, SaaS, e-commerce, travel, or high-volume support environments is preferred
• Bachelor’s degree or equivalent experience preferred
• Experience using Zendesk is preferred

Special Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Home Internet connection (50mb minimum)
• Possibility of WFH in a silent space
• Availability to work during saturdays and Argentinean holidays (Feriados)

What do we offer?

• A 44-hour/week position
• Paid time off
• Hybrid work schedule
• Friendly staff and an international team of people learning from one another
• A competitive salary and great benefits
• Travel discounts & credits

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-Requerimientos- Educación mínima: Terciario

4 años de experiencia

Idiomas: Inglés

Conocimientos: Crm, Supervisión, Zendesk

Palabras clave: apoyo, support, soporte, residente, encargado, supervisor, subgerente, responsable, coordinador, gestor, capitan