Are you a natural leader with a passion for customer service?

We are seeking an experienced and dynamic Team Lead to manage and mentor our Customer Service Representatives. In this role, you will be key to ensuring our team meets performance goals while fostering a positive and collaborative environment.

Key Responsibilities:

• Lead a customer service team, ensuring performance goals related to customer experience, quality, and productivity are met.
• Provide coaching and support to representatives on inbound calls and chats.
• Monitor client interactions to improve the customer experience and build lasting relationships.
• Empower representatives to resolve customer needs independently.
• Guide and coach the team on researching and correcting misapplied payments or balance disputes.
• Investigate and coach on past due account discussions and arrangements.
• Execute strategy to deliver on key performance indicators (KPIs) and maintain productivity levels.

Qualifications:

• Proven experience as a team leader (1-2 years minimum).
• Bachelor’s degree is required.
• Proven bilingual proficiency in English (both spoken and written) with previous work experience in the language.
• A strong customer service mindset.

Working Conditions:

• This is a full-time, 48-hour per week role.
• Hybrid work model: 4 face-to-face days (Naucalpan), working from home on Fridays and Saturdays (two Saturdays per month).
• Candidates must be flexible to work shifts during our hours of operation: Monday-Friday from 7 am to 7 pm CST and Saturday from 7 am to 3 pm CST.
• The salary range is from $25,000 to $28,000.

This is a great opportunity to lead a dedicated team and make a significant impact on customer satisfaction. In addition to a competitive salary, we offer a comprehensive benefits package, including:

• 30 days of Christmas bonus
• 100% vacation premium
• Grocery vouchers
• A savings fund
• Major medical insurance
• Life insurance
• A pension plan
• On-site dining
• Parking
• Transportation service

If you are a natural leader with a strategic mindset, we encourage you to apply!

Note: This position is scheduled to start the second week of October.