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
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.
Location

Helix Workforce provides premium nearshore staff augmentation through full-time, Helix-employed professionals—backed by HR, infrastructure, and operational support.
We help US and global companies scale their teams without taking on the complexity, risk, or overhead of international hiring.
Helix is not a managed services provider and we don’t own your workflows or delivery outcomes. Instead, we do one thing exceptionally well:
we build and support reliable teams so you can focus on running your business.
What Helix Delivers
• Full-time, Helix-employed nearshore talent
• Equipment, office space, and secure work environment
• Centralized HR, payroll, compliance, and employee support
• Workforce continuity, attendance oversight, and stability
• Faster hiring velocity than internal recruiting
• Optional training and upskilling support
What Clients Control
• Daily task assignment
• Workflows and processes
• Priorities and delivery standards
• Business outcomes
We operate on a capacity-based model: clients reserve a fixed number of monthly hours at an agreed rate, ensuring predictable cost, dedicated availability, and long-term team stability.
Who We’re For
Helix works best with companies that:
• Need dependable, long-term team members (not freelancers)
• Want full operational control without employment burden
• Value stability, professionalism, and accountability
• Prefer lean, efficient growth over bloated scaling
From admin and operations roles to customer support and technical positions, Helix enables companies to extend their teams with confidence—without compromising control or quality.
We don’t deliver the work.
We deliver the team that delivers the work.