Customer Support Supervisor

Description

Job Summary: The Customer Support Supervisor will lead customer support and integration cells, ensuring efficiency and quality in issue resolution and delivering an exceptional customer experience. Key Highlights: 1. Lead and develop customer support and integration teams. 2. Ensure consistent efficiency and quality of resolution. 3. Foster a culture of empathy, transparency, and commitment. **Who We Are** **About Fudo** We are a startup that combines deep expertise in the foodservice industry with a passion for technology. Every day, we help thousands of restaurants across Latin America improve their service through our management software and mobile applications. Our system is a market leader in Chile and Argentina, and we are expanding rapidly in Mexico, Colombia, and Brazil. Our core mission is to make life easier for foodservice entrepreneurs by providing them with the best tools to run their businesses — and to achieve this, we need to conduct research, launch products, and reach more users with the support of a strong team. Every member of our team is essential, which is why we prioritize building a culture rooted in empathy, transparency, motivation, and commitment. **About the Team** In CX, we have two complementary goals: we support foodservice entrepreneurs daily, guiding them from day one to operate confidently — advising and resolving issues swiftly; and we serve as the customer’s voice at Fudo/Deli, leveraging every interaction to bring customer insights into business decisions and deepen our customer-centric culture. **Role Description** The Customer Support Supervisor role will lead customer support and integration cells, reporting to the Head of CX and supervising both Support Team Leads (TLs) and the Integrations TL. We seek someone who ensures consistent resolution efficiency and quality, adapts team roles and responsibilities to business needs, and relentlessly pursues an exceptional customer experience. **Responsibilities** * Lead, mentor, and develop operational TLs, aligning individual and team objectives with departmental metrics and promoting career development plans. * Plan team staffing in line with agreed-upon efficiency and service levels, managing contingencies and exceptions that cause demand spikes, reduced agent availability, or escalation needs. * Manage advisor incentive schemes to optimize performance within a defined budget. * Coordinate and lead operational reporting rituals for key metrics with stakeholders. * Collaborate with the Continuous Improvement team to build and maintain datasets in Metabase, HubSpot, Intercom, and other tools — enabling data-driven decision-making, reporting, and impact measurement of action plans. * Guarantee the service level agreed upon with stakeholders (e.g., wait times, abandonment rate, first response time, resolution time). * Supervise the AI chatbot (Level 0) performance: resolution rate, escalation to human agents, response quality, and customer satisfaction. * Supervise agent performance: productivity, online time, case handling quality, and customer satisfaction — ensuring consistency across advisors and TLs. * Optimize and maintain demand assignment workflows, and design consultation-based support processes. * Collaborate with Product and IT to define and update Help Center content, promoting self-service capabilities. * Actively participate in customer voice forums, driving initiatives to reduce contact volume and improve customer experience. * Design, coordinate, and maintain processes for identifying, prioritizing, and tracking bugs and incidents reported by support teams. **What We Expect From You — Minimum Requirements** * Experience leading or coordinating customer support teams (ideally 2+ years in leadership). * Metrics-focused and data-driven mindset: comfortable reading dashboards and being accountable for KPIs. * Experience with CRM tools (Intercom, HubSpot, Salesforce or similar) and proficiency in Microsoft Office / Google Workspace. * Excellent communication and dialogue skills — both with customers and internally. * Hands-on leadership style (player-coach): leads alongside the team, not above it. * Proactive and autonomous: doesn’t wait for tasks to be assigned — proposes them. *Desirable:* Prior experience in e-commerce, fintech, SaaS, or online sales channels; studies in Business Administration, Marketing, Industrial Engineering or related fields; startup mindset to build processes and playbooks where none yet exist. **Benefits** * Play a central role in the technology team — driving improvements and continuously learning from a multidisciplinary, goal-oriented team. * Internationally competitive salaries and benefits. * Remote or hybrid work options in a relaxed, comfortable environment at our Buenos Aires offices. * Local holidays + birthday leave + business-day vacation days. * In-house English / Portuguese training. * Wellhub coverage so you can work out whenever and wherever you like. * Additional perks through partnerships with other companies