Customer Service Team Leader

Thales; Cuernavaca; Presencial; MXN 465,000 - 652,000; Jornada completa

Descripción de la vacante

A global technology company located in Cuernavaca is seeking a Customer Service Team Leader. This role involves leading a customer service team, driving operational excellence, and handling escalations. The ideal candidate will have over 5 years of experience and a bachelor’s degree in a relevant field. This position offers opportunities for career development in a flexible working environment.

Formación

• 5+ years of experience, with at least 2 years in a team leadership role.
• Fluent English (written & spoken).

Responsabilidades

• Lead a team of customer service professionals.
• Drive operational excellence and manage escalations.
• Collaborate with cross-functional teams.

Conocimientos

Customer service excellence

Team leadership

Data analysis

Process improvement

Educación

Bachelor’s degree – Business Administration, International Relations, Industrial Engineering

Herramientas

Office

Outlook

Descripción del empleo

Position Summary

As a Customer Service Team Leader, you will lead a team of customer service professionals to ensure the highest level of customer satisfaction. You will drive operational excellence, coordinate cross-functional activities, and serve as a key point of contact for escalations and strategic customer interactions. You will play a crucial role in fostering a culture of responsiveness, continuous improvement, and customer-first thinking

By balancing workload and priorities, this role plays a key part in driving the company’s success in NORAM market.

Key Areas of Responsibility:

• Ensure compliance with the defined Birdie SLA
• Ensure no claims with CS root cause.
• Handle complex or escalated issues ensuring timely resolution and root cause analysis.
• Compliant with procedure
• Provide weekly forecast & executable orders
• Build and maintain strong relationships with key accounts.
• Drive process improvements and standardization initiatives to optimize service delivery.
• Supervise and mentor a team of Customer Service Representatives
• Use data to identify trends, forecast workload, and manage resources.
• Collaborate with cross functional teams (Sales, Technical Support, Operations) to align customer requirements with business

Minimum Requirements:

Experience in years: 5+ years, with at least 2 years in a team leadership role

Formal Education: Bachelor’s degree – Business Administration, International Relations. industrial engineering

Languages: Fluent English (written & spoken)

IT/Software: Office, Outlook

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!