Technical Support Supervisor

Resideo; Aguascalientes; Híbrido; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A leading technology company in Aguascalientes seeks a Technical Support Supervisor to lead a team of support professionals. Responsibilities include managing performance, enhancing customer satisfaction, and collaborating with cross-functional teams. Ideal candidates will have 3+ years in customer service and proficiency in Salesforce. The role offers benefits beyond Mexican labor law, professional development opportunities, and a supportive team environment.

Servicios

Benefits that exceed labor law

Collaborative work environment

Continuous professional growth opportunities

Formación

• 3+ years customer service experience.
• Experience in the industry is preferred.
• Strong continuous improvement mindset.

Responsabilidades

• Supervise professional support team and manage performance.
• Monitor operational and customer satisfaction metrics.
• Drive growth and transformation initiatives.

Conocimientos

Excel proficiency

Attention to detail

Problem solving

Collaboration and Teamwork

Service Excellence

Initiative

Herramientas

Salesforce.com

SharePoint

Descripción del empleo

As a Technical Support Supervisor, you will lead a high-performing team of support professionals, driving operational excellence and delivering exceptional customer service. You will be responsible for coaching, developing, and managing team performance to meet business goals and customer satisfaction metrics. In this role, you will collaborate with cross-functional teams to implement process improvements, support transformation initiatives, and foster a positive, employee-focused team culture. Your leadership will be key in ensuring a productive work environment, resolving escalations, and maintaining high standards of service delivery.

JOB DUTIES:

• Supervisionof a professional support team, including skills development and performance management
• Monitor andmanageoperational and customer satisfaction metrics to meet organizational goals.
• Highlight areas of improvement and recommend changes in methods, processes, and tools.
• Work with the leadership team todrive growthand transformation initiatives
• Handle supervisor escalations and follow up on customer satisfaction surveys.
• Hire, develop, and train support team to match business requirements
• Work with QA team to provide feedback when needed.
• Provide feedback on technical and soft skills to support agents when needed.
• Create team culture and environment that is employee focused.
• Maintain agreat working atmosphere that allows personal and professional development to each one of the team members.
• Encourage participation on site/team events that foster a positive work environment.

YOU MUST HAVE:

• Excel proficiency Intermediate
• Good decision maker with a high degree of attention to detail
• Strong problem solving and analytical abilities
• Highly developed sense of integrity
• Collaboration and Teamwork
• Drives for Results
• Service Excellence
• Takes Initiative
• No suspensions
• No written warnings for the past 12 months.
• Availability to work on weekends
• Excellent interpersonal and verbal & written communication skills

WE VALUE:

• 3+ years customer service experience
• Experience in the industry is preferred
• Strong continuous improvement mindset, strong leadership impact
• Experience with Salesforce.com and SharePoint
• Demonstrated experience with Knowledge Management & Call Center Management
• Good administration skills

WHAT'S IN IT FOR YOU?

• Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
• A collaborative and inclusive work environment where your contributions are valued.
• Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
• Access to cutting-edge tools, resources, and a supportive team to help you excel.
• The chance to work with a global, innovative company shaping the future in its industry.

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