# Supervisor (Bilingual) Remote from[USA](https://jobicy.com/job-region/usa.md)Annual salary Undisclosed Salary information is not provided for this position. Check our [Salary Directory](https://jobicy.com/salaries.md) to estimate the average compensation for similar roles.Department [Product & Operations](https://jobicy.com/categories/management.md) Employment type Full Time, Job posted16 Jun 2026Apply before16 Jul 2026Experience level Senior Views / Applies 1160 / 91 [About company](https://jobicy.com/company/asm-research.md) * Share About [ASM Research](https://jobicy.com/company/asm-research.md) We bring together insights and innovations with our consulting, technology, and operations services to help customers become more agile, intelligent, and resilient. [Information Technology & Services](https://jobicy.com/company-category/information-technology-services.md) * 1997 Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary This role is for a Bilingual Supervisor in Customer Support Services, responsible for overseeing a team that handles inquiries via phone, email, chat, and back-office functions. The supervisor ensures SLAs are met, coaches staff, and serves as the first escalation point for issues. Required qualifications include 4-6 years of customer service experience, bilingual Spanish/English, and the ability to obtain a Public Trust clearance. The position demands strong leadership, problem-solving, and communication skills to maintain a high-performing team. This is a key operational role that combines people management with direct customer support oversight. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role involves moderate complexity with supervisory responsibilities and bilingual requirements, but it is a standard customer service supervisory position, not requiring advanced technical expertise. ### Salary Analysis Median Market Rate $55,000US Market $40k – 75k 0 $83k AI Insight The offered salary is not specified, but based on market data for a bilingual customer service supervisor in the US, the median is around $55,000 per year. This role often pays between $40,000 and $75,000 depending on location and experience. The requirement for Public Trust clearance and bilingual skills may increase the potential salary range. ### Core Skills Required [Bilingual](https://jobicy.com/jobs?search_keywords=Bilingual.md) [Customer Service](https://jobicy.com/jobs?search_keywords=Customer+Service.md) [Supervision](https://jobicy.com/jobs?search_keywords=Supervision.md) [Team Leadership](https://jobicy.com/jobs?search_keywords=Team+Leadership.md) [Problem Solving](https://jobicy.com/jobs?search_keywords=Problem+Solving.md) [Coaching](https://jobicy.com/jobs?search_keywords=Coaching.md) [SLA Management](https://jobicy.com/jobs?search_keywords=SLA+Management.md) [Escalation Handling](https://jobicy.com/jobs?search_keywords=Escalation+Handling.md) [Data Analysis](https://jobicy.com/jobs?search_keywords=Data+Analysis.md) [Public Trust](https://jobicy.com/jobs?search_keywords=Public+Trust.md) ### Cover Letter Sample Dear Hiring Manager, I am writing to express my interest in the Supervisor (Bilingual) position at your company. With over 5 years of customer service experience and a proven track record of leading teams to exceed service level agreements, I am confident in my ability to drive operational excellence and foster a positive team environment. My bilingual proficiency in English and Spanish has allowed me to effectively communicate with diverse customers and staff, ensuring clarity and satisfaction in every interaction. I have successfully managed escalations, coached team members, and implemented process improvements that increased efficiency by 20%. I am eager to bring my leadership skills and dedication to customer support to your organization. Thank you for considering my application. I look forward to the opportunity to discuss how I can contribute to your team. Sincerely, [Your Name] Copy ### Sample Interview Questions How do you handle an underperforming team member while maintaining team morale?I would first discuss the issues privately, focusing on specific behaviors and offering support. I set clear expectations and deadlines for improvement, and provide coaching or training if needed. If no improvement occurs, I follow company disciplinary procedures, but always treat the employee with respect and document everything.Describe a time you had to manage a difficult customer escalation. What steps did you take?I listened actively to the customer's issues without interrupting, apologized for their experience, and assured them I would resolve it. I investigated the problem immediately, involved the necessary departments, and followed up with the customer within the promised timeframe. The customer appreciated the personalized attention and the issue was resolved to their satisfaction.How would you prioritize tasks when dealing with multiple urgent issues simultaneously?I would assess each issue's impact on the customer and the business. Critical SLA or high-value customers would come first. I'd delegate tasks to team members based on their strengths and availability, and communicate with stakeholders about timelines. I also use tools like ticketing systems to track and adjust priorities as needed.What strategies do you use to motivate your team during high-stress periods?I maintain open communication and acknowledge the team's hard work regularly. I provide small incentives like recognition or brief breaks, and ensure workload is distributed fairly. I also lead by example, staying calm and focused, and encourage the team to support each other. Regular check-ins help address issues before they escalate.Can you give an example of how you used data to improve customer service processes?In my previous role, I analyzed call volume data and noticed peak times were understaffed. I recommended adjusting schedules to better match demand, which reduced wait times by 15%. I also tracked common complaints and created a knowledge base article, which resolved 30% of recurring issues without agent involvement. The Supervisor (Bilingual) supports Customer Support Services to ensure customers are satisfied and staff performance meets business needs, operational expectations, and established service standards. This role directs and supervises staff responsible for resolving processing issues, managing case or COD processing status, analyzing data, conducting outreach for batch processing issues, and supporting inbound calls, outbound calls, email, web chat, and back-office functions. The Supervisor serves as the first escalation point for unresolved issues, drives adherence to Service Level Agreements, and provides leadership, coaching, and operational oversight to maintain a high-performing, customer-focused team. 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 calls, 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. Required Qualifications * 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. Preferred Qualifications * 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. Qualifications Compensation Ranges 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 level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM’s overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual’s race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in “Knowledge, Skills and Abilities” above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, “light office duties’ or “lifting up to 50 pounds” or “some travel” required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. Show more [Apply now >](https://jobicy.com/jobs/146709-supervisor-bilingual.md) > Annual salary information is not provided for this position. 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