Customer Service Team Leader

Thales; Cuernavaca; Presencial; MXN 898,000 - 1,259,000; Jornada completa

Descripción de la vacante

A global technology company in Cuernavaca is seeking a Customer Service Team Leader. This role involves leading a team to ensure high levels of customer satisfaction and operational excellence in the NORAM market. Candidates should have over 5 years of experience with at least 2 years in leadership. A Bachelor's degree in relevant fields and fluency in English are required. This position offers opportunities for career development within a global organization.

Servicios

Career development opportunities

Global mobility policy

Formación

• 5+ years of experience in customer service, with at least 2 years in a leadership role.
• Proven ability to manage teams and drive customer satisfaction.
• Fluent in English, both written and spoken.

Responsabilidades

• Lead a team of customer service professionals to ensure high customer satisfaction.
• Handle complex issues and ensure timely resolution.
• Mentor Customer Service Representatives and drive process improvements.

Conocimientos

Leadership

Customer satisfaction

Process improvement

Data analysis

Educación

Bachelor’s degree in Business Administration or International Relations or Industrial Engineering

Herramientas

Office

Outlook

Descripción del empleo

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

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!