Customer Experience Team Lead — Drive Multi-Channel Support

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

Job summary

Horatio in Bogota is seeking a proactive Team Lead to oversee daily CX operations. The role requires hands-on project management and process improvement, with 3+ years in supervision within BPO and experience across calls, emails, chats, tickets, and social media.

The candidate will lead a team of CX Associates, drive SLA performance, train staff, and collaborate with QA, training, and operations to optimize workflows and customer experiences.

Qualifications

• 3+ years of supervisory or team lead experience in the BPO sector
• Experience managing multi-channel communications (calls, emails, chats, tickets, social media)
• Senior college student or bachelor''s degree in a relevant field
• On-site role in Bogota.

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

Skills

Leadership

Communication

Coaching

Conflict resolution

Customer service knowledge

CRM tools

Excel/Sheets

Risk management

Fast-paced environments

Education

Bachelor''s degree in a relevant field

Tools

CRM systems

Cloud telephony platforms

Job description

Horatio in Bogota is seeking a proactive Team Lead to oversee daily CX operations. The role requires hands-on project management and process improvement, with 3+ years in supervision within BPO and experience across calls, emails, chats, tickets, and social media.

The candidate will lead a team of CX Associates, drive SLA performance, train staff, and collaborate with QA, training, and operations to optimize workflows and customer experiences.