Supervisor del servicio de soporte

Customer Support Supervisor (Technical Support Team)

We are seeking a Customer Support Supervisor to lead a team of Technical and Customer Support specialists in a SaaS and application-based environment. This role focuses on team leadership, operational oversight, and technical guidance to ensure high-quality service delivery, SLA compliance, and strong customer experience.

Key Responsibilities

• Supervise daily operations of L1–L2 support agents
• Manage ticket queues, SLAs, and escalations
• Assist with complex technical issues (APIs, logs, integrations)
• Coach team members and conduct performance follow-ups
• Ensure proper documentation and process improvement
• Coordinate with Product and Engineering teams

Required Experience

• 3–5 years in Technical Support / Product Support / SaaS Support
• 2+ years in a senior or lead support role
• Experience handling escalations and customer-fa...