Supervisor (Bilingual)

Company: ASM Research Location: USA Work Model: Onsite Contract: Permanent Seniority: Mid-Level

About the Role

ASM Research is seeking a dedicated and experienced Bilingual Supervisor to join our Customer Support Services team. This role is crucial in ensuring customer satisfaction and optimizing staff performance to meet business needs and service standards. You will lead a team responsible for resolving processing issues, managing case status, analyzing data, and providing comprehensive customer support across various channels. As the primary escalation point, you will drive adherence to Service Level Agreements (SLAs) and foster a high-performing, customer-focused team environment through strong leadership and operational oversight.

Key Responsibilities

Supervise and monitor daily activities of Customer Support Services to ensure adherence to SLAs, quality standards, and customer expectations.
Direct staff in resolving processing issues, managing status, analyzing data, and conducting outreach for batch processing issues and service inquiries.
Develop and maintain advanced customer service knowledge and skills, supporting the growth of these capabilities within the team.
Set priorities and coordinate team activities to align with operational objectives and service delivery goals.
Provide support for inbound/outbound calls, email, web chat, and back-office functions, acting as the first escalation point for unresolved issues.
Monitor service issues, queue conditions, and team performance to ensure timely resolution and SLA compliance.
Identify workflow gaps and operational improvement opportunities, recommending procedural enhancements.
Lead the designated program or functional area through direct oversight, staff coordination, and clear communication of expectations.
Oversee, direct, and mentor subordinate staff, communicating organizational policies and values.
Support staffing activities including recruiting, timecard approval, performance reviews, and disciplinary actions.
Recognize employee contributions and provide input on promotions, compensation, and termination decisions.
Clearly define team roles and expectations, providing direction to ensure consistent progress toward priorities and customer service outcomes.
Collaborate with management to provide metrics, reporting insights, operational updates, and recommendations.

Requirements

Bachelor’s degree preferred, or equivalent relevant experience.
4–6 years of customer service or related public relations experience.
0–2 years of management, supervisory, or team lead experience.
Bilingual proficiency in English and Spanish, with excellent verbal and written communication skills in both languages.
Strong leadership and customer service skills.
Ability to organize and supervise staff for maximum efficiency.
Advanced problem-solving and interpersonal skills.
Strong customer service orientation and commitment to service excellence.
Ability to build, coach, and mentor effective teams.
Ability to maintain consistent progress toward established priorities and goals.
Strong focus on accuracy and attention to detail.
Ability to remain calm and courteous under stress.
Ability to develop and maintain effective working relationships.
Ability to obtain and maintain a Public Trust clearance.
U.S. citizenship required.
No travel required.

Preferred Qualifications

Experience supervising staff in a customer contact center, service center, or customer support environment.
Experience supporting multi-channel customer service operations (calls, email, chat, back-office).
Experience serving as an escalation point for customer or processing issues.
Familiarity with SLA-based service environments, operational metrics, and reporting.
Experience identifying workflow improvement opportunities and implementing procedural enhancements.
Experience supporting regulated, government, or compliance-driven service environments.
Experience coaching and developing staff in a high-volume, customer-focused operation.

Supervisor (Bilingual)

Job Description