Bilingual Customer Care Supervisor / Team Lead
Customer experience managed with clarity, accountability, and care.
Katherine leads a remote team of 18 customer service agents supporting an enterprise education program. She brings 15+ years of customer-facing experience across team coaching, performance analysis, service quality, escalations, and bilingual English/Spanish support.
Impact
- Agents supervised
- 18
- Years customer-facing
- 15+
- Weekly customer inquiries
- 200+
- First-contact resolution
- 85%
- English and Spanish
- EN / ES
Results reflect Katherine's current role and documented professional experience.
Leadership snapshot
Leading the team behind the customer experience
Katherine supervises 18 customer service agents within a remote bilingual support program for Stride K12. Her responsibilities span daily coverage, coaching, performance evaluation, service quality, escalations, documentation, and agent development.
- Team operationsDaily attendance, staffing coverage, readiness, and service priorities.
- Coaching and developmentTeam meetings, training, individual coaching, onboarding, and performance conversations.
- Performance and qualityAgent-performance analysis, case evaluation, service consistency, and targeted improvement.
- Escalation leadershipGuidance on complex customer and technical cases through resolution.
- Bilingual enablementClear English and Spanish communication, documentation, and agent guidance.
Selected experience
Recent roles
-
Jul 2026 – Present
Bilingual Customer Care Supervisor / Team Lead
Ascen / Upwork Workforce partner · Stride K12 client program · Remote
Enterprise customer care and technical support for Stride K12, a national online-learning provider.
Promoted after one year in frontline technical support to supervise 18 agents across attendance, coverage, coaching, performance evaluation, quality, and escalations.
- Leads daily service delivery and workforce readiness for the remote team.
- Conducts training, coaching, team meetings, and performance evaluation.
- Uses operational data and case-quality findings to guide improvement and escalation decisions.
Previously: Bilingual Customer Care & Technical Support Specialist, Jul 2025 – Jul 2026, delivering frontline and escalated technical support to students, parents, and learning coaches.
-
Jan 2023 – Present
Bilingual Customer Support Lead
Degen Brands LLC Concurrent · Remote
AI workflow-automation and growth consultancy serving B2B, SaaS, fintech, and emerging-technology companies.
- Manages 200+ customer inquiries per week across live chat and email, resolving 85% at first contact.
- Builds the bilingual FAQ, documentation, and guides the support team answers from, and deployed AI-assisted response tooling that standardized answer quality.
-
Apr 2025 – Jul 2025
Bilingual Customer Service Representative
ModSquad Outsourced CX provider · Ownwell client program · Remote
Bilingual support for a property-tax assessment and appeals service, within contracted service commitments.
- Handled high-volume bilingual phone and email support for property-tax clients, tracking appeals and deadlines to resolution.
- Translated complex property-tax concepts into clear guidance in both languages.
Earlier customer service and operations experience spans regulated markets, commercial printing, renewable energy, and international retail.
Capabilities
Capabilities and bilingual advantage
Katherine's English/Spanish fluency supports clearer explanations, stronger customer trust, more consistent documentation, and better service for US Hispanic and Latin American customers.
Customer experience operations
- Service delivery
- Escalation management
- Case quality
- First-contact resolution
- Voice of customer
Team leadership
- Remote team supervision
- Attendance and coverage
- Training and coaching
- Performance analysis
- Agent onboarding
Bilingual service
- English/Spanish support
- Translation and localization
- Cross-cultural communication
- Bilingual documentation
Platforms and enablement
- Salesforce
- Zoho CRM
- Stride OLS
- Canvas
- Microsoft Teams
- Excel and Google Sheets
- Airtable
- AI-assisted support workflows with human review
Contact
Looking for a customer experience leader?
Katherine is open to Customer Experience Manager, Customer Support Manager, Customer Operations, and Service Delivery opportunities.
Based in Missouri, remote or hybrid. Originally from Costa Rica and a US citizen.