Customer Support Supervisor

About the role

Félix is seeking a Customer Support Supervisor to lead a high‑performing team that delivers exceptional service to its fintech users. You will be responsible for guiding 10–15 support specialists, ensuring operational excellence while driving continuous improvement across the support function.

Key responsibilities

• Lead, coach, and inspire a team of 10–15 Customer Support Specialists to achieve high performance and service quality.
• Monitor and analyze key metrics, identify trends, and implement data‑driven improvements.
• Detect operational bottlenecks and design solutions to increase efficiency and scalability.
• Collaborate cross‑functionally with Product, Engineering, and Operations to optimize processes and customer journeys.
• Foster a culture of continuous learning, accountability, and feedback.
• Handle escalations personally and provide hands‑on support during peak periods.

Required profile

• Proven experience leading and developing support or customer‑service teams.
• Strong analytical mindset with ability to translate data into actionable insights.
• Excellent problem‑solving skills and a proactive approach to operational challenges.
• Effective communicator who can work collaboratively across functions.
• Ability to motivate and mentor team members, promoting growth and accountability.

Required skills