Summary: Whip is seeking a Customer Service Supervisor / Manager to lead a high-performing, remote support team, ensuring consistent, high-quality customer experiences in a fast-paced environment. Highlights: 1. Lead and develop a remote customer service team 2. Oversee customer interactions and real-time logistics 3. Drive process improvements and operational efficiency *This is a remote position.* **Position Summary:** Whip is seeking a Customer Service Supervisor / Manager to lead and develop a high\-performing, remote support team serving our rental car platform. This role will oversee agents based in Mexico City, ensuring consistent, high\-quality customer experiences across inbound calls, SMS communication, and operational coordination (including towing and roadside support). This is a hands\-on leadership role ideal for someone who thrives in fast\-paced, operational environments and is comfortable managing both customer interactions and real\-time logistics. **Essential Duties and Responsibilities** (include, but are not limited to the following)**:** **Team Leadership \& Performance Management** * Manage, coach, and develop a team of remote customer service agents * Monitor daily performance across calls, SMS, and case handling * Conduct regular 1:1s, QA reviews, and performance evaluations * Drive accountability around KPIs such as response time, resolution time, and customer satisfaction **Customer Support Oversight** * Ensure timely and effective handling of inbound calls and SMS conversations * Act as an escalation point for complex or high\-risk customer issues * Maintain a high standard of professionalism and customer experience across all channels **Dispatch \& Vendor Coordination** * Oversee communication with tow vendors and roadside assistance partners * Ensure timely dispatching and resolution of towing and roadside events * Troubleshoot breakdowns in vendor communication or service delivery **Operations \& Process Improvement** * Identify workflow inefficiencies and implement process improvements * Help build and refine SOPs for customer service and dispatch operations * Partner with internal teams (claims, billing, fleet) to ensure seamless issue resolution **Reporting \& Accountability** * Track and report on team performance metrics and operational KPIs * Use data to identify trends, gaps, and coaching opportunities * Ensure proper documentation and use of internal systems (CRM, spreadsheets, etc.) **Qualifications Required:** * 3\+ years of experience in customer service, with at least 1–2 years in a supervisory or management role * Experience managing remote or offshore teams * Strong background in high\-volume support environments (calls \+ messaging) * Experience with dispatching, logistics, or coordinating vendors (strong plus) * Highly organized with strong problem\-solving and decision\-making skills * Comfortable working with spreadsheets, CRM tools, and SMS platforms **Skills and Abilities:** * A proactive, hands\-on leader who can operate independently * Strong communicator who can manage across cultures and time zones * Someone who thrives in ambiguity and can build structure where needed * Calm under pressure with strong escalation management skills * Process\-oriented, but flexible enough for a fast\-moving startup environment **Work Environment:** A typical work environment includes desktop computing work using typical desktop computing equipment (laptop, keyboard, mouse, monitors, desk, chair) in an office environment and/or remote workspace environment. **Physical Demands:** * Ability to sit and use typical desktop computing workspace equipment \- e.g. mouse, keyboard, monitor, phone \- for extended periods of time. * Manual dexterity to operate a typical desktop computing workstation. * Ability to communicate both verbally and in writing, using virtual meeting and communication tools such as email, Google Meet, and Slack. **Salary:** $8\.00 \- $12\.00 per hour (depending on experience)