Supervisor, Customer Care

About the role

The Customer Care Department at our Shared Service Center in Lagunilla, Costa Rica, is seeking a motivated Supervisor to lead a team of specialists. This role focuses on delivering high‑quality service, driving customer loyalty, and supporting business performance in a fast‑moving environment.

Key responsibilities

• Lead a team of Customer Care Specialists handling high‑volume, complex tasks.
• Oversee daily operations and ensure key performance metrics are met.
• Resolve complex customer issues, manage escalations, and coordinate with partner functions.
• Support customer‑loyalty initiatives and contribute to satisfaction scores.
• Collaborate with Sales to enhance the customer experience.
• Drive projects that support local and corporate initiatives.
• Identify improvement opportunities in systems, processes, and tools.
• Manage customer‑related data within ERP systems.
• Facilitate cross‑training and cross‑support across Customer Care teams.
• Reduce attrition through coaching, mentoring, and effective 1:1s.

Required profile

• Minimum 3 + years of Customer Care leadership experience, preferably in a shared services setting.
• Bachelor’s degree or equivalent work experience.
• Strong people‑management and development skills.
• Proven ability to handle confidential information and work with internal & external customers.
• Excellent analytical, presentation, and communication abilities.

Required skills

• Experience with ERP systems.
• Proficiency in Microsoft Outlook.
• Proficiency in Microsoft PowerPoint.
• Proficiency in Microsoft Excel.