Customer Service Team Lead - REMOTE

Gordian Staffing Careers; Región Centro; Híbrido; MXN 279.000 - 391.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

IMSS

Remote work equipment

Major medical insurance

Christmas bonus of 30 days (Aguinaldo)

12 vacation days after first year

Descripción de la vacante

Gordian Staffing Careers is seeking a Team Lead to support a busy call center. The role is fully remote for residents of Mexico, with mandatory first-day visits to CDMX or GDL (expenses covered).

You will monitor agent availability, coach peers, and ensure service levels are met across calls, chats, and emails. The position requires at least 5 years in customer service, strong communication, and the ability to multi-task in a fast-paced environment.

Formación

• Minimum 5 years in a customer service call center environment.
• Previous managerial experience is an advantage.
• Excellent written and verbal communication skills.
• Proficient in MS Office; typing speed 30 wpm or higher.
• Experience using Zendesk is a plus.

Responsabilidades

• Monitor and coordinate agent availability to meet daily service goals.
• Assist with calls, chats, and emails as needed.
• Provide input to update SOPs with the trainer.
• Run work order and stat reports for the team.
• Coach and develop team members to meet service levels.
• Schedule coverage, vacations, and sick time.
• Conduct call monitoring for quality control.
• Coordinate with other departments to maintain high support levels.

Conocimientos

Customer service

Team leadership

Communication

Coaching

Multi-tasking

Independent work

Educación

High School diploma

Herramientas

Zendesk

MS Office

Descripción del empleo

Team Lead

We are looking for a Team Lead to provide support in the following activities:

• Must have a thorough understanding of all duties and responsibilities of the department and the ability to monitor and perform these duties at the highest level.
• Monitor and coordinate agent availability to ensure daily service goals are met. Monitor the call queue and log in to maintain service levels. Assist with challenging issues and/or escalated calls.
• Assist with calls, chats, and emails as needed.
• Provide input to the Community Care Trainer to update all the Standard Operating Procedures
• Run work order reports and complete stat reports for the team and any other reports assigned
• Demonstrates and promotes a strong customer service attitude and focus at all times.
• Assist the Community Care Manager in all departmental responsibilities as assigned, to include providing input on performance evaluations, recruiting, and training of staff.
• Complete all duties required to make sure that the team is covered during all periods. This would include scheduling, handling vacation requests, and sick time.
• Conduct call monitoring to ensure quality control of team members.
• Communicate and coordinate with other departments to provide and maintain the highest level of support and customer service.
• Spend at least one third of your time performing side by side with each team member, coaching, mentoring, and developing, ensuring customer service levels are meeting company values.
• Other job duties as assigned.

This position is remote and open to all over the country, but you'll be required to visit our offices in CDMX or GDL on the first day (expenses are covered by you).

Available only for applicants living in Mexico.

Work Schedule

Monday to Friday

• Regular Schedule: 10:30 a.m. to 7:30 p.m. Mexico City Time
• Daylight Saving: 9:30 a.m. to 6:30 p.m. Mexico City Time

Benefits

• IMSS
• Remote Work Equipment (Laptop, Monitor, and Headset)
• Major Medical Insurance
• Christmas bonus of 30 days (Aguinaldo)
• 12 vacation days after the first year.

After The First 3 Months, We Add The Following

• Minor Medical Insurance
• Food vouchers (10% of monthly gross salary).
• Restaurant Tickets (MXN 2,069 per month)
• Savings Fund (8% of monthly gross salary).

Minimum Requirements

Only resumes/CVs in English will be reviewed.

• Min. 50 Mbps Internet Speed
• High School diploma
• At least 5 years of experience in customer service call center environment (previous managerial experience is an advantage)
• Must have excellent written and verbal communication skills.
• Proficient in MS Office; Minimum typing speed of 30 wpm; (Experience using Zendesk is a plus)
• Must demonstrate a high level of customer service, sound judgment, excellent problem-solving skills, and the ability to multi-task in a fast-paced environment
• Personable, outgoing, and enthusiastic personality. Must be self-motivated and able to work independently.

Competencies

Proactive Attention to Detail Problem solver Reliable Leadership skills