Where you’ll work: Guatemala City, Guatemala 

Customer Care and Success at GoTo 

At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers. 

Your Day to Day  

As an Operations Supervisor, Tech Support, you would be working on  

• Foster the growth and development of team members through coaching, mentoring, and providing opportunities for professional development to meet high quality standards and to achieve SLA. 

• Conduct weekly reviews with all direct reports individually, holding accountability based on KPIs. 

• Respond, manage, and own escalations from all levels and external customers. 

• Assess risks and write incidents ensuring appropriate actions are taken to mitigate/resolve escalations and according to company policies. 

• Work effectively with other departments to ensure seamless operations and support broader organizational goals. 

What We’re Looking For 

As an Operations Supervisor, Tech Support, your background will look like 

• 3y+ of proven experience in a staff or similar roles (QA Analyst, Team Lead, Operations Supervisor, WFM Analyst, Jr. Project Manager, Logistics Coordinator, in customer support environments).

• Third year or higher of a bachelor's degree program, ideally in Business Administration, Human Resources, or a similar discipline (very desirable) 

• Superior verbal and written communication skills in English (Above 85%)

• Strong interpersonal skills 

•  Advanced knowledge of Microsoft Office Suite (Excel is a must)  

•  Highly developed sequential task management abilities 

•  Strong understanding of Emotional Intelligence 

•  Self-driven and goal-oriented 

• Flexibility in schedule to accomodate different time zones.

 At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more.