Customer Experience Supervisor

inDrive; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Join a high-tech unicorn company that is making a global impact! This role in the Customer Support team offers the chance to enhance processes, train new hires, and ensure quality service. With a dynamic work environment and opportunities for advancement, you will play a crucial role in improving customer experiences and achieving departmental goals. If you are passionate about customer support and ready to take on new challenges, this is the perfect opportunity for you to grow and make a difference in a vibrant team setting.

Servicios

Competitive salary

Opportunity for advancement

Formación

• 1+ years of experience in customer support or as a Senior Technical Support Specialist.
• Strong communication skills in English and Spanish.

Responsabilidades

• Improve customer support processes and monitor service metrics.
• Train and supervise new Technical Support Specialists.

Conocimientos

Customer Support

Team Leadership

Communication Skills

HR Administration

Problem Solving

Educación

Minimum 1 year experience in customer support

Knowledge of Google products

English B2-C1

Herramientas

Google Sheets

Google Docs

Descripción del empleo

We are a highly-regarded, high-tech unicorn company; we have been making a positive impact globally since 2013 by harnessing the power of innovative mobile technologies. With our cutting-edge solutions and dynamic work environment, we provide a unique opportunity for individuals to be a part of a team that is changing the lives of millions for the better!

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 hires, and support recruitment processes. If you are ready to be part of a new team and go to the next step, we are waiting for you.

Please notice that CVs in English will be considered primarily.

This position is based in Mexico City, Mexico.

What you will do:

• 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.

What we expect from you:

• Work experience in a similar position, or in a Senior Technical Support Specialist position (minimum of 1 year).
• Minimum experience of 1 year in activities related to customer support as a 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.
• Knowledge of Google products: Google Sheets, Google Docs.
• Grammatically correct in written and verbal communication.
• Competent verbal and written communication.
• Basic HR administration skills.
• English B2-C1.

We offer:

• Competitive salary range.
• Opportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the company.