Customer Service Team Lead

About the role

We are seeking a proactive Customer Service Team Lead to provide day‑to‑day leadership and support to our customer operations team. In this hands‑on role you will coach employees, resolve operational questions, monitor performance and quality, and ensure alignment with business goals and company standards.

Key responsibilities

• Coach and develop team members to achieve performance targets.
• Resolve operational queries and handle escalations promptly.
• Monitor performance metrics, quality standards, and operational goals.
• Analyze performance data to identify improvement opportunities.
• Maintain alignment with business objectives and company standards.
• Collaborate effectively with both local and international teams.

Required profile

• Previous leadership or supervisory experience, preferably in a contact‑center or customer‑service environment.
• Strong communication, coaching, and problem‑solving abilities.
• Analytical mindset to assess performance and drive improvements.
• Excellent organizational skills and attention to detail.
• Ability to make sound decisions in a fast‑paced environment.
• Proactive, accountable, and team‑oriented attitude.
• Comfortable working with performance metrics, quality standards, and operational goals.
• Strong customer‑service mindset and professional judgment.
• Willingness to learn and work with multiple systems and business tools.

Required skills

What we offer

• Competitive salary and bonuses.
• Positive workplace culture.
• Parking subsidy.
• Life and medical insurance.
• Benefits and discounts, including legal benefits (Bono 14, Aguinaldo, IGSS, IRTRA, vacations).
• Growth and development opportunities.