Customer Service Supervisor

ESA - Electronic Security Association

Customer Care Supervisor leading and developing customer service teams for ADI, a global security and smart-technology distributor. Driving service quality, performance, training, and operational improvements.

Posted 9/10/2026full-timeQuerétaro • 🇲🇽 MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in developing and coaching customer care teams to achieve service excellence and performance goals. Proficient in analyzing customer interactions and feedback to drive process improvements and enhance service delivery.

Highest-signal resume keywords

Customer Service ManagementTeam LeadershipPerformance AnalysisMicrosoft Office SuiteCRM Platforms

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceOrder ManagementProcess ExecutionPerformance TrackingCoaching and Development

Soft Skills

Verbal CommunicationWritten CommunicationAttention to DetailOrganizational SkillsCustomer-Focused Mindset

Tools & Technologies

SalesforceProphet 21CRM SystemsERP Platforms

Industry Keywords

Customer CareService RecoveryQuality StandardsNPS ResponsesOperational Initiatives

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead, coach, and develop Customer Care Associates to meet service, quality, productivity, attendance, and performance expectations
Conduct one-on-one meetings and provide feedback, guidance, and support on customer interactions, ticket handling, process execution, and performance
Monitor calls, emails, and tickets to ensure quality standards, service expectations, and process requirements
Review customer communications to identify coaching opportunities and support consistent service delivery
Follow up on customer feedback, including negative NPS responses, identify root causes, and support service recovery
Track attendance, review trends, address concerns, and ensure accurate timecard review and approval
Hold team meetings to communicate business updates, reinforce expectations, review process changes, and align priorities
Ensure team members remain trained in current processes, procedures, systems, and service expectations
Identify performance trends, process gaps, training needs, and customer-impacting issues; escalate concerns or recommendations to leadership
Partner with leadership and internal departments on operational initiatives, process improvements, and consistent team execution

Requirements

What you’ll need

5+ years of experience in Customer Service, Customer Care, Order Management, or a related field, including experience leading and developing customer-facing teams
Full professional English proficiency, with strong verbal and written communication skills
Proven ability to manage priorities, resolve customer issues, and drive performance in a fast-paced environment
Strong attention to detail, organizational skills, and a customer-focused mindset
Hands-on experience with Microsoft Office Suite (Excel, Word, PowerPoint)
Experience with customer service, CRM, or ERP platforms such as Salesforce, Prophet 21 (P21), or similar systems

Benefits

Comp & perks

Benefits that go beyond Mexican labor law
Collaborative and inclusive work environment
Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects
Access to cutting-edge tools, resources, and a supportive team
Global, innovative company environment