Bilingual Customer Service Supervisor

Insight Global (United States); United States; Remote; USD 52,000 - 64,000; Full time

Benefits offered by this job

Benefits

401k

Fully remote

Job summary

Insight Global’s client is seeking a Customer Service Supervisor to lead a team of Customer Service Representatives providing over-the-phone technical support for internet and connectivity issues. This is a hands-on leadership role with coaching and escalation management.

The ideal candidate will have prior lead experience in customer service or technical support, be bilingual in Spanish and English, and comfortable troubleshooting WiFi, fiber, modem problems, and documenting interactions in the

Qualifications

• Previous experience in customer service, call center, help desk, or technical support.
• Lead, supervisor, or team leadership experience strongly preferred.
• Comfortable handling customer calls in addition to supervising the team.
• Bilingual in Spanish and English.

Responsibilities

• Supervise and support a team of Customer Service Representatives.
• Provide day-to-day coaching, guidance, and troubleshooting support to CSRs.
• Monitor team workflow and ensure timely, professional service.
• Take customer calls during high-volume periods or escalations.
• Assist with Tier 1 and Tier 2 internet, WiFi, fiber, connectivity, and modem issues.
• Determine when issues can be resolved internally or escalated.
• Ensure scripts and procedures are followed and documented.
• Navigate accounts and document interactions in the CS system.
• Coach reps on communicating technical steps clearly.
• Serve as escalation point and drive issues to resolution.

Skills

Customer service

Call center

Help desk

Technical support

Team leadership

Bilingual

Tools

Gaya

Job description

Location: FULLY REMOTE

Salary: $58,000 + Benefits and 401k

Position Overview:

Insight Global’s client is looking for a Customer Service Supervisor to lead a team of Customer Service Representatives providing over-the-phone technical support to customers experiencing internet and connectivity issues.

This is a hands-on leadership role. The Supervisor will be responsible for supporting and managing the CSR team, helping answer questions and resolve escalated customer issues, while also taking customer calls when call volume is high or additional support is needed.

The ideal candidate has experience leading a customer service, call center, help desk, or technical support team and is comfortable troubleshooting basic WiFi, fiber, internet, and modem-related issues.

Key Responsibilities

• Supervise and support a team of Customer Service Representatives.
• Provide day-to-day coaching, guidance, and troubleshooting support to CSRs.
• Monitor team workflow and help ensure customers receive timely, professional service.
• Step in and take customer calls when needed, particularly during high-volume periods or escalations.
• Assist with more difficult Tier 1 and Tier 2 internet, WiFi, fiber, connectivity, and modem issues.
• Help CSRs determine when an issue can be resolved internally versus escalated to a higher-level technical team.
• Ensure representatives are following established scripts, troubleshooting procedures, and documentation standards.
• Navigate customer accounts and document interactions within Gaya, the company’s customer service system.
• Coach representatives on communicating technical troubleshooting steps to customers in an easy-to-understand way.
• Serve as a point of escalation for customer issues and help drive issues through resolution.

Qualifications

• Previous experience in customer service, call center, help desk, or technical support.
• Previous lead, supervisor, or team leadership experience strongly preferred.
• Experience coaching or supporting customer-facing employees.
• Comfortable personally handling customer calls in addition to supervising the team.
• Comfortable troubleshooting basic WiFi, internet, fiber, modem, or connectivity issues.
• Must be Bilingual in Spanish and English