Customer Support Team Lead: KPI Coach & Process Optimizer

NextGen Ventures; Monterrey; On-site; MXN 360,000 - 480,000; Full time

Job summary

NextGen Ventures in Monterrey, MX is seeking a Customer Support Supervisor to lead a team of agents, monitor KPIs, coach performance, and drive service improvements. This onsite role requires strong coaching and organizational skills to ensure timely issue resolution.

You will partner with the Head of Support to set targets, generate weekly reports, manage shift coverage, and mentor agents for continuous performance growth. Availability for day, night, and overnight shifts is expected.

Qualifications

• 2+ years in customer support with at least 1 year leading a team.
• Proven track record of managing a team against performance metrics and hitting KPI targets.
• Experience with ticketing platforms and their reporting tools (Zendesk, Intercom, Freshdesk).
• Excellent written and verbal communication skills.
• Coaching mindset: able to give direct, constructive feedback and develop people over time.

Responsibilities

• Monitor and evaluate agent performance against core support KPIs (response time, resolution time, ticket volume/throughput, quality scores, adherence)
• Identify underperformance early and deliver coaching, feedback, and performance improvement plans
• Generate weekly performance reports at team and individual levels, highlighting trends, risks, and wins
• Partner with Head of Support to set targets and translate department goals into individual objectives
• Provide day-to-day guidance to agents, escalating complex cases as needed
• Analyze recurring issues and bottlenecks, and recommend process improvements to increase efficiency
• Track progress on internal team projects and report on status
• Take on ad hoc responsibilities assigned by Head of Support weekly

Skills

Team leadership

KPI tracking

Customer support

Coaching

Communication

Tools

Zendesk

Intercom

Freshdesk

Job description

NextGen Ventures in Monterrey, MX is seeking a Customer Support Supervisor to lead a team of agents, monitor KPIs, coach performance, and drive service improvements. This onsite role requires strong coaching and organizational skills to ensure timely issue resolution.

You will partner with the Head of Support to set targets, generate weekly reports, manage shift coverage, and mentor agents for continuous performance growth. Availability for day, night, and overnight shifts is expected.