Customer Service Team Leader

DoorDash Mexico; Ciudad de México; Presencial; MXN 300,000 - 450,000; Jornada completa

Descripción de la vacante

A leading company in technology and logistics is seeking a Team Leader in Mexico City. This role involves managing a team to ensure exceptional customer experiences, meeting operational metrics, and implementing process improvements. Candidates should have strong leadership skills, be data-driven, and bilingual in Spanish and English.

Servicios

Comprehensive benefits

Career advancement opportunities

Formación

• 2+ years of people management or team lead experience.
• Experience in tech, restaurant, or logistics industries preferred.
• Ability to adapt to occasional shift work.

Responsabilidades

• Manage a motivated team focused on customer success to meet operational KPIs.
• Create and analyze performance reports to identify trends.
• Host weekly 1-on-1s and provide real-time feedback.

Conocimientos

Leadership

Data-driven decision making

Process improvement

Bilingual (Spanish and English)

Educación

Bachelor’s degree or equivalent experience

Herramientas

Salesforce

Chartio

Excel

Google Sheets

Descripción del empleo

DoorDash Mexico is highly focused on providing the best customer experience to all of our customers. We are customer experience driven and results oriented! We like to take ownership of our customer’s needs and provide the best experience.

About the role

As a Team Leader, you will directly manage Teammates responsible for providing the highest quality care to our Consumers, Merchants, and Dashers. This role appeals to leaders, operators, and problem solvers. You’ll manage daily operations in an expanding company while maintaining and improving on quality and speed metrics.

NOTE: This position supports our Customer Experience center in Mexico City.

You’re excited about this opportunity because you will…

• Lead a motivated team focused on customer success to meet operational KPIs.
• Support your team by being approachable, hosting weekly 1-on-1s and team meetings, and providing real-time feedback.
• Set and communicate individual and team goals, and report performance to management.
• Coordinate daily workflow and adjust resources to meet service levels.
• Operate as a Subject Matter Expert by creating, distributing, and analyzing performance reports to identify trends and improvement opportunities.

We’re excited about you because…

• You are a motivated leader who can set targets, manage team performance, and foster career growth.
• You evaluate results continuously to ensure activities achieve measurable impact.
• You are an operator who translates analysis into actions quickly and employs 'first principles' to solve core business challenges.
• You seek opportunities to improve your work and are comfortable making tough decisions balancing quality and quantity.
• You hold a Bachelor’s degree or equivalent experience.
• You have 2+ years of people management or team lead experience.
• You have a talent for process improvement and experience in data-driven decision-making.
• You are familiar with Salesforce, Chartio, Excel, and Google Sheets.
• You have experience in the tech, restaurant, or logistics industries (preferred).
• You are adaptable to occasional shift work, including holidays.
• You are bilingual in Spanish and English.

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC. Results of the audit of Covey are available for review.

About DoorDash

DoorDash empowers local economies through technology and logistics. We are rapidly growing and evolving, offering team members opportunities to solve new challenges and advance their careers. We support employee well-being with comprehensive benefits.

Our Commitment to Diversity and Inclusion

We hire diverse teams from all backgrounds, believing innovation thrives when everyone has a seat at the table. If accommodations are needed, please inform your recruiting contact.

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