Senior Member Support Lead - Bilingual (Spanish)

Socket.dev; Plano (TX); On-site; USD 56,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Paid time off

Parental leave

Life insurance

Job summary

SmithRx in Plano, TX is seeking a motivated supervisor to manage a team of call center agents and drive daily performance. You will coach weekly, resolve escalations, monitor interactions, and support onboarding to ensure exceptional member experiences.

The ideal candidate has 5+ years in call center roles with progression, 2+ years leading teams, and is bilingual in Spanish. Strong communication and CRM experience are required in a fast-paced startup environment.

Qualifications

• 5+ years of call center experience with progression through elevated roles.
• 2+ years leading call center agents OR supporting agents in an elevated role.
• Bilingual in Spanish required.
• Strong customer service skills and aptitude.
• Strong problem solving skills.

Responsibilities

• Manages and oversees a team of call center agents.
• Motivates agent growth and performance through weekly coaching interactions.
• Answer and support agent questions and escalations.
• Execute daily performance deliverables.
• Drive quality member experiences by listening and monitoring agent interactions.
• Track agent attendance to drive consistent capacity.
• Assist with onboarding process.
• Assist members by taking calls/chats during peak volume.

Skills

Call center experience

Team leadership

Bilingual Spanish

Customer service excellence

Problem solving

Task organization

Verbal & written communication

CRM software experience

Flexible / adaptable

Tactical decision making

High school diploma

Education

HS diploma or equivalent

Tools

CRM software

Job description

SmithRx in Plano, TX is seeking a motivated supervisor to manage a team of call center agents and drive daily performance. You will coach weekly, resolve escalations, monitor interactions, and support onboarding to ensure exceptional member experiences.

The ideal candidate has 5+ years in call center roles with progression, 2+ years leading teams, and is bilingual in Spanish. Strong communication and CRM experience are required in a fast-paced startup environment.