The Support Supervisor oversees User Support teams, manages escalations, and ensures service quality. This role also serves as a key communication bridge with US teams.
Key Responsibilities
Train and supervise User Support staff.
Handle first-level escalations.
Monitor support quality and performance.
Compile monthly reports on common and time-consuming issues.
Communicate insights to US Support and Product teams.
Support team growth and scaling.
Requirements
Requirements
Business-level English (spoken and written).
Proven experience leading support teams.
Strong analytical and reporting skills.
Ability to manage up to 50 support agents (initially 10 Office Support Users).
Excellent leadership and communication skills.
Benefits
Location
Skills Required
- Business-level English (spoken and written)
- Proven experience leading support teams
- Strong analytical and reporting skills
- Ability to manage up to 50 support agents
- Excellent leadership and communication skills
What We Do
Helix Workforce is a nearshore staff augmentation company that provides full-time, Helix-employed professionals to businesses, handling employment, payroll, HR policies, compliance, and workforce continuity. They supply stable, long-term operational capacity for teams.
