Customer Service Supervisor​/Supervisor; Bilingual

Key Responsibilities

• Supervise and monitor day-to-day activities of Customer Support Services to ensure all work is completed in accordance with established Service Level Agreements, quality standards, and customer expectations.
• Direct staff responsible for resolving processing issues, managing processing status, analyzing data, and performing outreach related to batch processing issues and service inquiries.
• Develop and maintain advanced customer service knowledge and skills and support the ongoing development of these capabilities across supervised staff.
• Set priorities and coordinate team activities to align with operational objectives, workload demands, and service delivery goals.
• Assist with inbound and outbound calls, email, web chat, and back‑office support services as needed, and serve as the first escalation point when standard troubleshooting efforts have been exhausted.
• Monitor service issues, queue conditions, and team performance to ensure timely resolution and compliance with Service Level Agreement commitments.
• Identify key issues, workflow gaps, and operational improvement opportunities, and recommend streamlined or new procedures to improve service delivery.
• Lead the designated program, department, or functional area through direct oversight, staff coordination, and communication of job expectations.
• Oversee, direct, and mentor subordinate staff; communicate organizational policies, procedures, and core values; and support staffing activities including recruiting, timecard approval, performance reviews, and disciplinary actions.
• Recognize and value employee contributions and provide input on promotions, compensation actions, and termination decisions, as appropriate.
• Define team roles and expectations clearly and provide direction to ensure consistent progress toward priorities, goals, and customer service outcomes.
• Communicate and collaborate effectively with management to provide metrics, reporting insights, operational updates, and recommendations.

• Bachelor’s degree preferred, or equivalent relevant experience.
• 4–6 years of customer service experience or related public relations experience.
• 0–2 years of management, supervisory, or team lead experience.
• Bilingual proficiency in English and Spanish, with the ability to communicate effectively in verbal and written customer service interactions.
• Strong written and verbal communication skills.
• Strong leadership and customer service skills.
• Ability to organize and supervise staff for maximum efficiency.
• Advanced problem‑solving and interpersonal skills.
• Strong customer service orientation and commitment to service excellence.
• Ability to build, coach, and mentor effective teams.
• Ability to maintain consistent progress toward established priorities and goals.
• Strong focus on accuracy and attention to detail.
• Ability to remain calm and courteous toward customers, staff, and management during periods of stress.
• Ability to develop and maintain effective working relationships with customers, co‑workers, and leadership.
• Ability to obtain and maintain a Public Trust clearance.
• U.S. citizenship required.
• No travel required.

• Experience supervising staff in a customer contact center, service center, or customer support environment.
• Experience supporting multi‑channel customer service operations, including inbound calls, outbound calls, email, web chat, and back‑office processing.
• Experience serving as an escalation point for customer or processing issues.
• Familiarity with Service Level Agreement‑based service environments, operational metrics, and reporting requirements.
• Experience identifying workflow improvement opportunities and implementing procedural enhancements.
• Experience supporting regulated, government, or compliance‑driven service environments.
• Experience coaching and developing staff in a high‑volume, customer‑focused operation.

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation…