Bilingual Customer Service Supervisor - Remote Tech Support Lead

Insight Global (United States)

United States

Remote

USD 52,000 - 64,000

Full time

9 days ago

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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.