Operation Supervisor, Customer Success

Job DescriptionWhere you’ll work:  Guatemala City, GuatemalaCustomer Care and Success at GoToAt GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers.Your Day to Day As an Operation Supervisor, Customer Success, you will work on:Improving agent efficiency to meet high quality standards and to achieve SLA. Conduct weekly reviews with all direct reports on an individual basis. Holding accountability based on KPIs Respond, manage, and own escalations from all levels as well as external customers. Assess risks and write incidents ensuring appropriate actions are taken to mitigate/resolve escalations and according to company policies. What We’re Looking ForAs an Operation Supervisor, Customer Success, your background will look like:3+ years of experience in a similar role (mandatory)5+ years of experience in a call center environment (sales, retention, technical support, account managent, etc)Superior communication both verbal and written in English and good interpersonal skills (above 80% written and spoken)Advance Office package knowledge Advanced Excel skills a plus Highly developed sequential tasking Bachelor's Degree in a related field (Business Administration, Psychology, Marketing, Industrial Engineering, etc). Great understanding of Emotional Intelligence Good understanding of Project MagamentAt GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more.