NextGen Ventures

Customer Support Supervisor

Monterrey, MX

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hirly's read of this role

Role family: Customer support
Seniority: Mid level
Country: MX
Work mode: On-site / unstated
First seen by hirly: 13 Oct 2026

Derived automatically from the posting. Upload your resume above to see how the role scores against it.

the posting

The Customer Support Supervisor oversees and leads a team of customer support agents, ensuring users receive prompt, efficient, and high-quality assistance. Reporting to the Head of Customer Support, this role owns the day-to-day performance of the team: tracking KPIs, evaluating agent efficiency and quality, and coaching agents to meet or exceed targets. The Supervisor acts as a key link between agents, users, and leadership to ensure smooth communication, timely issue resolution, and continuous service improvement.

What You'll Do

Monitor and evaluate agent performance against core support KPIs (response time, resolution time, ticket volume/throughput, quality scores, adherence)

Identify underperformance early and deliver coaching, feedback, and performance improvement plans

Generate weekly performance reports at both team and individual levels, highlighting trends, risks, and wins

Partner with the Head of Support to set targets and translate department goals into individual agent objectives

Provide day-to-day guidance to agents, escalating complex or sensitive cases as needed

Analyze recurring issues and workflow bottlenecks, and recommend process improvements that increase efficiency

Track progress on internal team projects and report on status

Take on ad hoc responsibilities assigned by the Head of Support on a weekly basis

What You'll Bring

2+ years in customer support, with at least 1 year leading, supervising, or mentoring a team

Proven track record of managing a team against performance metrics and hitting KPI targets

Experience with ticketing platforms and their reporting tools (e.g., Zendesk, Intercom, Freshdesk)

Excellent written and verbal communication skills

Coaching mindset: able to give direct, constructive feedback and develop people over time

Strong organizational skills and the ability to prioritize in a fast-paced, high-volume environment

Sound judgment on when to resolve independently versus escalate

Availability to support shift coverage as needed

Expected hours: No less than 40 per week

Flexible scheduling options

Day Shift

Night Shift

Overnight Shift

This position is onsite at our Monterrey, MX .

Original posting on NextGen Ventures's site ↗

Listed on hirly, a job board. hirly is not the employer: NextGen Ventures is hiring for this role.

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