What are the responsibilities and job description for the Automotive Tech Support Supervisor (Honduras) position at Hire Horatio CX?
Position Summary:
We're seeking a highly motivated Technical Support Team Lead Supervisor with specialized experience in the automotive parts industry to join our growing team. In this hands-on role, you will lead and mentor a team of support professionals, ensuring exceptional multichannel customer experiences while navigating complex car parts inquiries, tech-enabled physical products, and app ecosystems. You will balance direct team leadership, de-escalation, and performance driving with process improvements and cross-departmental collaboration. If you thrive under pressure, possess sharp analytical skills, and are passionate about developing people in a fast-paced environment, we want to hear from you!
Responsibilities:
Lead, mentor, and coach a team of technical support associates to drive performance through regular feedback and development.
Provide exceptional technical and customer support across multichannel environments (chat, social media, email, phone, ticketing).
Handle escalated customer issues, using strong de-escalation, conflict resolution, and fast decision-making skills under sensitive circumstances.
Conduct regular performance evaluations, review key KPIs (AHT, CSAT, FCR, SLAs), and implement strategies to meet performance targets.
Identify and implement process improvements to enhance team efficiency, technical accuracy, and customer satisfaction.
Manage team operations effectively under pressure, particularly during high call volumes or complex technical escalations.
Collaborate with cross-functional departments to resolve complex product issues and ensure a seamless end-to-end customer journey.
Stay up to date on automotive industry trends, technical product specs, and emerging customer service technologies.
Required Skills & Abilities:
Industry Expertise: Proven experience as a Tech Support Lead and direct background working with automotive/car parts.
Technical Acumen: Solid understanding of apps and tech-enabled physical products, with the ability to learn new software and systems quickly.
Multichannel & Tool Mastery: Strong track record in multichannel environments; experience with CRMs like Zendesk is a strong plus.
Leadership & Coaching: Demonstrated ability to drive results, build high-performing teams, and manage under pressure with proactive risk management.
Communication: Clear, effective written and verbal communication skills across all organizational levels (from frontline staff to executive leadership).
Analytical Thinking: Strong critical thinking and analytical skills to evaluate data, monitor operational metrics, and optimize team workflows.
Soft Skills: High attention to detail, proactive team player mentality, and exceptional de-escalation abilities.
Education & Experience:
1–3 years of experience in customer experience/support, with direct leadership or supervisory experience in a technical support setting.
Senior college student or Bachelor's degree in Business Administration, Information Technology, Engineering, Statistics, or a relevant field preferred.