Support Supervisor

Helix Workforce; Torreón; Presencial; MXN 334.800 - 558.000; Jornada completa

Descripción de la vacante

A leading workforce solutions provider in Torreón is looking for a Support Supervisor to oversee User Support teams and manage escalations. The role entails ensuring high service quality while serving as a communication bridge with US teams. The ideal candidate should have experience leading support teams, possess strong analytical skills, and communicate effectively in English. This position offers an opportunity to support team growth and operational scaling, and contribute to enhancing service quality.

Formación

• Experience leading support teams is required.
• Strong analytical and reporting skills are necessary.
• Excellent leadership and communication skills are essential.

Responsabilidades

• Oversee User Support teams and manage escalations.
• Monitor support quality and performance regularly.
• Compile monthly reports on common and time‑consuming issues.
• Communicate insights to US Support and Product teams.
• Support team growth and scaling initiatives.

Conocimientos

Business-level English

Leadership

Analytical skills

Communication skills

Descripción del empleo

The Support Supervisor oversees User Support teams, manages escalations, and ensures service quality. This role also serves as a key communication bridge with US teams.

Key Responsibilities

• Train and supervise User Support staff.
• Monitor support quality and performance.
• Compile monthly reports on common and time‑consuming issues.
• Communicate insights to US Support and Product teams.
• Support team growth and scaling.

Requirements

• Business‑level English (spoken and written).
• Proven experience leading support teams.
• Strong analytical and reporting skills.
• Ability to manage up to 50 support agents (initially 10 Office Support Users).
• Excellent leadership and communication skills.