What does a Customer Support Supervisor do?

A Customer Support Supervisor leads the frontline agents to ensure consistent service delivery, strong performance, and smooth daily operations.

This role is responsible for driving team performance, maintaining service quality, handling escalations, and helping create a high-performing and collaborative support environment. This role works closely with leadership, QA, AI Ops, and other cross-functional teams to continuously improve processes, customer experience, and team engagement.

This is an idóneo opportunity for someone who enjoys coaching people, thrives in fast-paced environments, and is passionate about delivering exceptional customer experiences.

Duties/Responsibilities:
- Lead, coach, and support Customer Support agents in their daily performance and development
- Monitor team KPIs, service levels, and operational performance across support channels
- Manage schedules, staffing adjustments, PTO approvals, and coverage needs
- Handle complex customer escalations and ensure timely, policy-aligned resolutions




- Reinforce quality standards, workflows, and operational processes
- Support onboarding, training, and performance improvement initiatives
- Collaborate with QA, AI Ops, and Customer Support leadership to improve processes and customer experience
- Track operational trends, identify improvement opportunities, and elevate risks when necessary
- Support administrative tasks including payroll inputs, bonus calculations, and overtime validation
- Foster a collaborative, accountable, and high-performance team culture

Required Skills/Abilities:
- Strong leadership, coaching, and team management skills
- Excellent communication and interpersonal abilities
- Strong conflict resolution and customer escalation management skills
- Ability to multitask and prioritize effectively in a fast-paced environment
- Strong analytical and problem-solving capabilities
- Ability to monitor and interpret operational and performa

📌 Customer Support Supervisor (Córdoba)
🏢 ID90 Travel
📍 Córdoba