Automotive Tech Support Supervisor (Honduras)

Lead, mentor, and coach a team of technical support associates to drive performance through regular feedback and development.

Provide exceptional technical and customer support across multichannel environments (chat, social media, email, phone, ticketing).

Handle escalated customer issues, using strong de-escalation, conflict resolution, and fast decision-making skills under sensitive circumstances.

Conduct regular performance evaluations, review key KPIs (AHT, CSAT, FCR, SLAs), and implement strategies to meet performance targets.

Identify and implement process improvements to enhance team efficiency, technical accuracy, and customer satisfaction.

Manage team operations effectively under pressure, particularly during high call volumes or complex technical escalations.

Collaborate with cross-functional departments to resolve complex product issues and ensure a seamless end-to-end customer journey.

Stay up to date on automotive industry trends, technical product specs, and emerging customer service technologies.

1–3 years of experience in customer experience/support, with direct leadership or supervisory experience in a technical support setting.

Senior college student or Bachelor's degree in Business Administration, Information Technology, Engineering, Statistics, or a relevant field preferred.