{"id":1554276,"url":"https://alion.io/job/resideo-technical-support-supervisor","title":"Technical Support Supervisor","company":{"id":33746,"name":"Resideo","domain":"resideo.com","url":"https://alion.io/company/resideo","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":97,"open_postings":9,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":4,"computed_at":"2026-10-01T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Luis Potosí, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":25000,"max_usd":63000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":377},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-09-30T18:39:04Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-01T12:03:38Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"As a Digital Communications Supervisor, you will lead a high-performing team of support professionals, driving operational excellence and delivering exceptional customer service through written channels such as: Chats, SMS, Facebook, Reviews, Emails, amongst others. You will be responsible for coaching, developing, and managing team performance to meet business goals and customer satisfaction metrics, within a team focused on chats and public platforms which demand strong quality standards and exceptional multitasking capabilities. In this role, you will collaborate with cross-functional teams to implement process improvements, support transformation initiatives, and foster a positive, employee-focused team culture. Your leadership will be key in ensuring a productive work environment, resolving escalations, and maintaining high standards of service delivery.\nJOB DUTIES:\nSupervision of a professional support team, including skills development and performance management\nMonitor and manage operational and customer satisfaction metrics to meet organizational goals.\nHighlight areas of improvement and recommend changes in methods, processes, and tools.\nWork with the leadership team to drive growth and transformation initiatives\nHandle supervisor escalations and follow up on customer satisfaction surveys.\nHire, develop, and train support team to match business requirements\nWork with QA team to provide feedback when needed.\nProvide feedback on technical and soft skills to support agents when needed.\nCreate team culture and environment that is employee focused.\nMaintain a great working atmosphere that allows personal and professional development to each one of the team members.\nEncourage participation on site/team events that foster a positive work environment.\nYOU MUST HAVE:\nExperience in technical support through Social Media channels and Live chat platforms\nExcel proficiency Intermediate\nGood decision maker with a high degree of attention to detail\nStrong problem solving and analytical abilities\nHighly developed sense of integrity\nCollaboration and Teamwork\nDrives for Results\nService Excellence\nTakes Initiative\nAvailability to work on weekends\nExcellent interpersonal and verbal & written communication skills\nWE VALUE:\n2+ years in the Digital Communications team \n3+ years customer service experience\nExperience in the industry is preferred\nStrong continuous improvement mindset, strong leadership impact\nExperience with Salesforce.com and SharePoint\nDemonstrated experience with Knowledge Management & Call Center Management\nGood administration skills\nWHAT'S IN IT FOR YOU?\nBenefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.\nA collaborative and inclusive work environment where your contributions are valued.\nOpportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.\nAccess to cutting-edge tools, resources, and a supportive team to help you excel.\nThe chance to work with a global, innovative company shaping the future in its industry.","description_format":"text","description_chars":3076,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Smart Home Devices","Access Control & Alarm Systems","Building Automation & Controls"],"lifecycle":[{"event":"open","at":"2026-10-01T01:24:59Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":4,"reasons":["conf:4","velocity","win:early"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/resideo-technical-support-supervisor","json_url":"https://alion.io/job/resideo-technical-support-supervisor.json","meta":{"generated_at":"2026-10-01T12:22:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3748,"day_limit":5000,"remaining_today":1252,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}