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)
