Customer Service Supervisor

Jobtailor; Santiago de Querétaro; Presencial; MXN 520.000 - 690.000; Jornada completa

Descripción de la vacante

Jobtailor in Mexico City is seeking a Senior Customer Care Manager to lead and develop a high-performing customer service team. You will coach associates, review performance data, and ensure adherence to service standards while collaborating with cross-functional departments.

The role requires 5+ years in customer service leadership, strong English skills, and hands-on experience with CRM/ERP systems and MS Office.

Formación

• 5+ years of experience in Customer Service/Customer Care leadership.
• Full professional English proficiency.
• Experience with CRM/ERP platforms and MS Office.

Responsabilidades

• Lead, coach, and develop Customer Care Associates to meet service, quality, productivity, attendance, and performance expectations.
• Conduct one-on-one meetings and provide feedback, guidance, and support on customer interactions, ticket handling, process execution, and performance.
• Monitor calls, emails, and tickets to ensure quality standards, service expectations, and process requirements.
• Review customer communications to identify coaching opportunities and support consistent service delivery.
• Follow up on customer feedback, including negative NPS responses, identify root causes, and support service recovery.
• Track attendance, review trends, address concerns, and ensure accurate timecard review and approval.
• Hold team meetings to communicate business updates, reinforce expectations, review process changes, and align priorities.
• Ensure team members remain trained in current processes, procedures, systems, and service expectations.
• Identify performance trends, process gaps, training needs, and customer-impacting issues; elevate concerns or recommendations to leadership.
• Partner with leadership and internal departments on operational initiatives, process improvements, and consistent team execution

Conocimientos

Customer Service Management

Team Leadership

Performance Analysis

Microsoft Office Suite

CRM Platforms

Herramientas

Salesforce

Prophet 21

CRM Systems

ERP Platforms

Descripción del empleo

• Lead, coach, and develop Customer Care Associates to meet service, quality, productivity, attendance, and performance expectations
• Conduct one-on-one meetings and provide feedback, guidance, and support on customer interactions, ticket handling, process execution, and performance
• Monitor calls, emails, and tickets to ensure quality standards, service expectations, and process requirements
• Review customer communications to identify coaching opportunities and support consistent service delivery
• Follow up on customer feedback, including negative NPS responses, identify root causes, and support service recovery
• Track attendance, review trends, address concerns, and ensure accurate timecard review and approval
• Hold team meetings to communicate business updates, reinforce expectations, review process changes, and align priorities
• Ensure team members remain trained in current processes, procedures, systems, and service expectations
• Identify performance trends, process gaps, training needs, and customer-impacting issues; elevate concerns or recommendations to leadership
• Partner with leadership and internal departments on operational initiatives, process improvements, and consistent team execution

Requirements

• 5+ years of experience in Customer Service, Customer Care, Order Management, or a related field, including experience leading and developing customer-facing teams
• Full professional English proficiency, with strong verbal and written communication skills
• Proven ability to manage priorities, resolve customer issues, and drive performance in a fast-paced environment
• Strong attention to detail, organizational skills, and a customer-focused mindset
• Hands-on experience with Microsoft Office Suite (Excel, Word, PowerPoint)
• Experience with customer service, CRM, or ERP platforms such as Salesforce, Prophet 21 (P21), or similar systems

Core Competencies

Demonstrates strong leadership in developing and coaching customer care teams to achieve service excellence and performance goals. Proficient in analyzing customer interactions and feedback to drive process improvements and enhance service delivery.

Highest-signal resume keywords

• Customer Service Management
• Team Leadership
• Performance Analysis
• Microsoft Office Suite
• CRM Platforms

Hard Skills

• Customer Service
• Order Management
• Process Execution
• Performance Tracking
• Coaching and Development

Soft Skills

• Verbal Communication
• Written Communication
• Attention to Detail
• Organizational Skills
• Customer-focused mindset

Industry Keywords

• Customer Care
• Service Recovery
• Quality Standards
• NPS Responses
• Operational Initiatives

Tools & Technologies

• Salesforce
• Prophet 21
• CRM Systems
• ERP Platforms