Client Service Team Lead / Supervisor (BOG)

Hire Horatio CX; Bogotá ciudad; On-site; COP 89,280,000 - 133,920,000; Full time

Job summary

Hire Horatio CX is seeking a proactive Team Lead to oversee daily CX operations in Bogota. The role requires 3+ years of supervisory experience in a BPO, with hands-on project management and process-improvement expertise. You will lead CX Associates across calls, emails, chats, tickets, and social channels.

Proficiency in English, CRM tools, cloud telephony, and advanced Excel/Google Sheets is essential. On-site Bogota role with opportunities to optimize service standards and drive performance

Qualifications

• 3+ years of supervisory experience in CX or BPO.
• Experience managing multi-channel communications (calls, emails, chats, tickets, social).
• Sales or e-commerce experience is a plus.
• Senior student or Bachelors degree in a relevant field.

Responsibilities

• Lead and support a team of CX Associates.
• Track performance, drive improvement plans, ensure SLA compliance.
• Deliver high-quality support across channels and resolve escalations.
• Facilitate staff training and conduct performance reviews.
• Collaborate with QA, training, and operations to ensure smooth workflows.
• Identify inefficiencies and propose strategic improvements.
• Attend client meetings, audits, and performance reporting as needed.

Skills

English fluency

Communication skills

Coaching

CRM tools

Cloud telephony

Google Sheets

Excel

Leadership

Risk management

Time management

Education

Bachelor's degree

Senior college student

Tools

CRM systems

Cloud telephony

Google Sheets

Excel

Job description

Position Summary:

We are seeking a proactive and detail-oriented Team Lead to oversee daily team operations. The ideal candidate will demonstrate strong leadership, a commitment to excellent service, and hands‑on expertise in project management and process improvement.

Applicants should possess 3+ years of supervisory or team lead experience within the BPO sector, with a proven background managing multi-channel communications—including calls, emails, chats, tickets, and social media.

Responsibilities:

• Lead, inspire, and support a team of CX Associates.
• Track team performance, execute targeted improvement plans, and oversee key service metrics to guarantee SLA compliance.
• Deliver high-quality support across diverse channels while effectively resolving complex escalations.
• Facilitate staff training sessions and complete regular performance reviews.
• Partner with QA, training, operations, and other departments to drive consistent workflows and deliver seamless customer experiences.
• Pinpoint operational inefficiencies and propose strategic solutions to optimize service standards.
• Engage in client meetings, operational audits, and performance reporting as needed.

Required Skills/Abilities:

• Near-native fluency in written English (required).
• Exceptional communication, interpersonal, coaching, and conflict resolution abilities.
• Strong dedication to work ethic and a knack for inspiring high performance in team members.
• Comprehensive grasp of customer service standards and core principles.
• Expertise in managing customer support tools, CRM systems, and cloud telephony platforms.
• Advanced proficiency with Google Sheets and Microsoft Excel.
• Proactive approach to risk management and early detection of potential employee concerns.
• Proven capability to thrive in fast-paced, time-sensitive settings.

Education and Experience:

• Proven team leadership and development experience (3+ years in a supervisory role).
• Experience managing multi-channel communication.
• Sales or e-commerce experience (plus).
• Senior college student or bachelor's degree in a relevant field.

On-site role in Bogota.