Bilingual Customer Service Supervisor
Position: Bilingual Customer Service Supervisor Location: FULLY REMOTE Salary: $58,000 + Benefits and 401k Shift: Monday - Friday 8 am - 5pm Position Overview: Insight Global’ s client is looking for a Customer Service Supervisor to lead a team of Customer Service Representatives providing over-the-phone technical support to customers experiencing internet and connectivity issues. This is a hands-on leadership role . The Supervisor will be responsible for supporting and managing the CSR team, helping answer questions and resolve escalated customer issues, while also taking customer calls when call volume is high or additional support is needed. The ideal candidate has experience leading a customer service, call center, help desk, or technical support team and is comfortable troubleshooting basic WiFi, fiber, internet, and modem-related issues.
Key Responsibilities
Supervise and support a team of Customer Service Representatives. Provide day-to-day coaching, guidance, and troubleshooting support to CSRs. Monitor team workflow and help ensure customers receive timely, professional service. Step in and take customer calls when needed , particularly during high-volume periods or escalations. Assist with more difficult Tier 1 and Tier 2 internet, WiFi, fiber, connectivity, and modem issues. Help CSRs determine when an issue can be resolved internally versus escalated to a higher-level technical team. Ensure representatives are following established scripts, troubleshooting procedures, and documentation standards. Navigate customer accounts and document interactions within Gaya, the company's customer service system. Coach representatives on communicating technical troubleshooting steps to customers in an easy-to-understand way. Serve as a point of escalation for customer issues and help drive issues through resolution.
Qualifications
Previous experience in customer service, call center, help desk, or technical support . Previous lead, supervisor, or team leadership experience strongly preferred. Experience coaching or supporting customer-facing employees. Comfortable personally handling customer calls in addition to supervising the team. Comfortable troubleshooting basic WiFi, internet, fiber, modem, or connectivity issues. Must be Bilingual in Spanish and English