Technical Support Supervisor

SBG; San Luis Potosí; Híbrido; MXN 420.000 - 640.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Benefits beyond labor law

Collaborative work environment

Growth and mentoring opportunities

Access to cutting-edge tools

Global company experience

Descripción de la vacante

SBG is seeking a Digital Communications Supervisor to lead a high-performing support team focused on social media and live chat channels. You will coach, develop, and manage performance to meet customer satisfaction metrics while collaborating with cross-functional teams.

You will drive process improvements, support transformation initiatives, and foster a positive, employee-centered culture with strong quality standards and multitasking capabilities.

Formación

• Experience in technical support through Social Media channels and Live chat platforms.
• Excel proficiency (Intermediate).
• Excellent interpersonal and written communication skills.
• Availability to work on weekends.

Responsabilidades

• Supervise and develop a professional support team.
• Monitor customer satisfaction metrics and drive improvements.
• Collaborate with leadership to drive growth and transformation initiatives.
• Handle escalations and close follow-ups on surveys.
• Hire, train, and coach agents to meet business requirements.
• Provide feedback with QA and knowledge management teams.
• Foster an employee-focused team culture and productive on-site atmosphere.

Conocimientos

Social media support

Live chat platforms

Excel proficiency

Attention to detail

Problem solving

Integrity

Collaboration

Results driven

Service excellence

Initiative

Weekend availability

Written communication

Herramientas

Salesforce.com

SharePoint

Knowledge Mgmt

Call Center Mgmt

Descripción del empleo

As a Digital Communications Supervisor, you will lead a high-performing team of support professionals, driving operational excellence and delivering exceptional customer service through written channels such as: Chats, SMS, Facebook, Reviews, Emails, amongst others. You will be responsible for coaching, developing, and managing team performance to meet business goals and customer satisfaction metrics, within a team focused on chats and public platforms which demand strong quality standards and exceptional multitasking capabilities. 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:

• Experience in technical support through Social Media channels and Live chat platforms
• 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
• Availability to work on weekends
• Excellent interpersonal and verbal & written communication skills

WE VALUE:

• 2+ years in the Digital Communications team
• 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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