In this dual-role position, you’ll split your time between providing direct customer support and mentoring a remote team of call center agents. You’ll ensure our clients receive top-notch service while also coaching and developing agents to deliver consistent, high-quality support.

50% of your time will be spent answering incoming calls, setting the tone for service excellence.
50% will be focused on leadership responsibilities: team coaching, performance evaluation, and scheduling.

Key Responsibilities:

Handle incoming calls and resolve customer inquiries with care and professionalism.
Monitor agent calls for quality assurance and provide ongoing coaching and feedback.
Lead regular 1:1 sessions and performance reviews with team members.
Manage scheduling and ensure proper shift coverage across different time zones.
Track team metrics and collaborate with leadership to drive improvements.
Foster a positive, accountable, and customer-first culture within the team.

What We’re Looking For:

2+ years in a call center leadership role (Supervisor, Team Lead, QA Coach, or similar).
Strong hands-on experience handling customer support calls.
Proven ability to coach, inspire, and improve agent performance.
Excellent written and verbal communication skills.
Self-starter with the ability to thrive in a fully remote setting.
Flexibility to work evening or weekend shifts as needed.

We Offer:

Full-time contract
Premium Health Plan (prepagada)
Life insurance
Competitive salary
Whole workset - including office furniture

Call Center Supervisor