Client Experience Team Lead

Boldr; San Luis Potosí; Presencial; MXN 420.000 - 540.000; Jornada completa

Descripción de la vacante

Boldr is seeking a Team Captain to manage the day-to-day operations of the client experience team. You will serve as escalation point for issues beyond agent authority and work with the Client Experience Manager and People Manager to identify growth opportunities for the team.

You will lead people and performance initiatives, coach team members, monitor KPI targets, and ensure training and client needs are met.

Formación

• Bachelor's/College degree in a relevant discipline.
• Minimum three years of supervisory experience in eCommerce customer support.
• Experience with SaaS products and non-voice channels (email, chat, SMS).
• Strong written and verbal communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.

Responsabilidades

• Lead day-to-day team management and escalation as needed.
• Coach team members and identify growth opportunities.
• Monitor attendance and punctuality and escalate issues to HR.
• Set and monitor KPI targets with the client.
• Provide regular coaching and conduct performance reviews.
• Coordinate training plans with People Development Manager.
• Communicate with clients and understand their requirements.
• Ensure consistent customer support processes and product knowledge.

Conocimientos

Coaching

Analytical

Multitasking

Attention to detail

Teamwork

Conflict management

Written communication

Verbal communication

Adaptability

Learning mindset

Educación

Bachelor's degree in a relevant discipline

Herramientas

Gorgias CRM

Google Drive

Google Sheets

Google Docs

Connecteam

MS Office

Descripción del empleo

Boldr is seeking a Team Captain to manage the day-to-day operations of the client experience team. You will serve as escalation point for issues beyond agent authority and work with the Client Experience Manager and People Manager to identify growth opportunities for the team.

You will lead people and performance initiatives, coach team members, monitor KPI targets, and ensure training and client needs are met.