CEEC SUPERVISOR

Description

Summary: Seeking a driven Customer Experience Center & Sales Supervisor to lead daily operations, foster a high-performance sales culture, and optimize processes for exceptional customer experiences and revenue growth. Highlights: 1. Lead and develop a high-performing Customer Experience and Sales team 2. Drive commercial culture and achieve sales performance targets 3. Optimize operational efficiency and enhance customer satisfaction Location: Medellín, Colombia (On\-site) Department: Customer Experience \& Sales Reports to: Operations Manager / Commercial Director About the Role We are looking for a highly driven Customer Experience Center \& Sales Supervisor to lead the daily operations of our Customer Experience Center while fostering a high\-performance, sales\-oriented culture. This role combines operational excellence with commercial leadership. You will be responsible for supervising a bilingual team, ensuring exceptional customer experiences, optimizing operational processes, and driving revenue growth by coaching the team and actively participating in high\-value sales opportunities. If you thrive in fast\-paced environments, enjoy building high\-performing teams, and are passionate about delivering measurable business results, we'd love to meet you. Key Responsibilities Team Leadership * Lead, coach, and develop a team of Customer Experience and Sales Specialists. * Foster a culture of accountability, collaboration, continuous learning, and high performance. * Conduct regular one\-on\-one meetings, performance reviews, and coaching sessions. * Support recruitment, onboarding, training, and ongoing talent development. Customer Experience Excellence * Ensure the delivery of outstanding customer experiences across all communication channels. * Monitor customer interactions to maintain quality standards and improve customer satisfaction. * Resolve complex customer escalations efficiently while protecting customer relationships. * Promote a customer\-first mindset throughout the organization. Sales Performance * Drive a strong commercial culture within the Customer Experience Center. * Coach the team on consultative selling, objection handling, negotiation, upselling, and cross\-selling techniques. * Personally support high\-value customer conversations and strategic deal closures when required. * Identify revenue opportunities while maintaining exceptional customer service standards. Operations Management * Oversee the day\-to\-day operation of the Customer Experience Center. * Monitor workload distribution, staffing, scheduling, and service levels. * Ensure operational efficiency in a dynamic, high\-volume environment. * Coordinate cross\-functional initiatives with Sales, Operations, Marketing, and Product teams. Performance \& Analytics * Track, analyze, and report key operational and commercial KPIs. * Monitor metrics including: \- Customer Satisfaction (CSAT) \- Net Promoter Score (NPS) * First Response Time * Resolution Time * SLA Compliance * Conversion Rate * Sales Revenue * Team Productivity * Use data\-driven insights to identify opportunities and implement corrective actions. Process Improvement * Identify operational bottlenecks and customer journey pain points. * Lead continuous improvement initiatives focused on automation, efficiency, and scalability. * Optimize workflows using CRM and customer support platforms. * Contribute to the design and documentation of scalable operational processes. Qualifications Required Experience * 3–5 years of experience leading Customer Experience, Customer Support, Inside Sales, Contact Center, or Customer Success teams. * Proven experience supervising hybrid customer service and sales operations. * Experience working in fast\-paced environments such as technology companies, SaaS, fintech, e\-commerce, or high\-growth startups. * Demonstrated ability to coach teams toward achieving both operational and commercial objectives. Technical Skills * Strong knowledge of CRM platforms (HubSpot, Salesforce, Zendesk, Freshdesk, or similar). * Experience with customer support platforms and ticketing systems. * Intermediate to advanced Microsoft Excel or Google Sheets. * Experience using project management tools such as Asana, Monday.com, ClickUp, Jira, or similar. * Strong analytical and reporting skills. Commercial Competencies * Sales coaching * Consultative selling * Negotiation * Objection handling * Cross\-selling \& Upselling * Revenue growth strategies Leadership Competencies * Team development * Decision\-making * Problem solving * Adaptability * Emotional intelligence * Results orientation * Ownership mentality * Effective communication * Continuous improvement mindset Language Requirements * Professional fluency in English and Spanish (written and spoken). What Success Looks Like Within your first 12 months, you will: * Build and develop a high\-performing Customer Experience team. * Consistently achieve or exceed customer satisfaction targets. * Improve operational efficiency through process optimization. * Increase sales conversion and customer retention. * Develop scalable processes that support business growth. * Create a performance\-driven culture focused on accountability and continuous improvement. What We Offer * Competitive compensation package. * Performance\-based commission structure with uncapped earning potential. * Professional development opportunities. * Dynamic, collaborative, and high\-growth work environment. * Opportunity to directly influence business growth and customer experience. * Exposure to innovative technologies and modern operational practices. Ideal Candidate Profile The ideal candidate is an energetic leader who enjoys balancing operational excellence with commercial execution. They are comfortable making data\-driven decisions, coaching teams, solving complex customer situations, and driving revenue while maintaining an exceptional customer experience. They embrace change, perform well under pressure, and are motivated by ambitious goals in a fast\-growing business. Lugar de trabajo: Empleo presencial