Customer Success Supervisor

We are seeking a bilingual Customer Success Supervisor to lead a client support team and help improve the overall customer experience. In this role, you will coach team members, support day-to-day operations, and help ensure customer needs are handled efficiently and professionally. You will work closely with internal partners to make sure customer feedback is considered in ongoing business and product decisions, with the goal of improving adoption, satisfaction, and long-term value. Key responsibilities include conducting regular one-on-one coaching sessions, reviewing team work for quality and consistency, and helping distribute incoming cases based on workload, skill set, and response-time targets. You will also support renewal and upsell activity by monitoring opportunities and providing timely feedback to the team. Another important part of the role is managing request workflows that require careful documentation and coordination with other departments. The position also involves developing product knowledge, maintaining a practical understanding of technical concepts, and connecting team members with subject matter experts when needed. You may help lead internal training, update process documentation, contribute to knowledge resources, and support hiring or performance-related activities as required.