Operations Supervisor (Global Operations)

About the role

As the Supervisor of Global Operations, you will be the front-line leader responsible for direct team guidance, daily workflow coordination and real-time operational support. Your main goal is to ensure real-time SLA compliance, high customer satisfaction, accurate data processing and active coaching of your team. The position is based in Heredia, Costa Rica, within the Fulfillment / Operations function, on a full-time basis.

Key responsibilities

• Support end-to-end operational delivery across assigned service lines, ensuring tasks are accurate and on schedule.
• Monitor team performance, accuracy, cycle time and output predictability across service queues.
• Lead daily huddles, assign work tickets and manage real-time queue performance for onboarding and contact center staff.
• Monitor active call/chat queues and implementation pipelines, reallocating resources to meet response and resolution targets.
• Run quality checks on communications and technical setups, giving feedback and coaching.
• Ensure adherence to operating procedures, security guidelines and data governance standards.
• Coordinate with peers and US team leads to hand off escalated client cases and keep operations continuous.
• Foster a positive team environment through support, conflict resolution and performance recognition.

Required profile

• 2-4 years as a team lead or supervisor in a contact center, customer support or technical onboarding setting.
• B2+ English proficiency.
• Associate's or Bachelor's degree in Business, Systems or a related field, or equivalent hands-on experience.
• Ability to handle live client escalations and resolve technical or procedural issues quickly.
• Excellent verbal and written communication in English and Spanish, to work with US counterparts and local teams.

Required skills

• Practical experience with CRM/ticketing platforms, telephony software and data management systems.
• QA reviews, mentoring and constructive performance feedback.
• Proficiency with AI tools, machine learning and automation to streamline workflows.
• Nice to have: Lean Six Sigma or Agile, Power-user knowledge of Salesforce, Zendesk or Genesys, custom reporting with Advanced Excel or Tableau, and experience with complex technical onboarding or SaaS implementations.