Job Description

Reporting to the Customer Care Manager, the Customer Care Supervisor is responsible for leading, coaching, and developing a team of Customer Care Associates to deliver consistent, high-quality service and meet established performance expectations. This role provides day-to-day leadership through coaching, feedback, quality oversight, attendance management, performance follow-up, and team communication.

The Customer Care Supervisor ensures team members understand current processes, follow established standards, and receive the support needed to perform effectively. This role requires strong leadership, sound judgement, attention to detail, and consistent follow-through while fostering a team environment focused on service excellence, employee development, accountability, and operational results.

JOB DUTIES:

• Lead, coach, and develop Customer Care Associates to meet established service, quality, productivity, attendance, and performance expectations.
• Conduct regular one-on-one meetings and provide ongoing feedback, guidance, and support on customer interactions, ticket handling, process execution, and performance opportunities.
• Monitor customer interactions, including calls, emails, and tickets, to ensure quality standards, service expectations, and process requirements are being met.
• Review and evaluate calls, emails, and customer communications to identify coaching opportunities and support consistent service delivery.
• Follow up on customer feedback, including negative NPS responses, to understand concerns, identify root causes, and support service recovery as needed.
• Track attendance, review attendance trends, address attendance concerns, and ensure team member timecards are reviewed and approved accurately within required deadlines.
• Hold regular team meetings to communicate business updates, reinforce expectations, review process changes, and keep team members aligned on 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, escalating concerns or recommendations to leadership as appropriate.
• Partner with leadership and internal departments to support operational initiatives, process improvements, and consistent execution across the team.

YOU MUST HAVE:

• 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) and customer service, CRM, or ERP platforms such as Salesforce, Prophet 21 (P21), or similar systems.

WE VALUE:

• Excellent organization skills
• An ability to train others
• An ability to direct and motivate a team

WHAT'S IN IT FOR YOU?

• Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.
• A collaborative and inclusive work environment where your contributions are valued.
• Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.
• Access to cutting-edge tools, resources, and a supportive team to help you excel.
• The chance to work with a global, innovative company shaping the future in its industry.

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ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at www.adiglobal.com.

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