Customer Service Team Leader

Doordash; Xico; Presencial; MXN 728,000 - 1,094,000; Jornada completa

Descripción de la vacante

A leading logistics and delivery company in Veracruz is seeking a Team Leader to manage operations and ensure high-quality customer service. The ideal candidate will have a Bachelor's degree, 2+ years of management experience, and a passion for process improvement. Bilingual skills in Spanish and English are required. This role offers the opportunity to make impactful decisions in a rapidly changing environment, while contributing to the mission of empowering local economies.

Servicios

Comprehensive benefits

Opportunity for career growth

Support for employee well-being

Formación

• 2+ years of people management or team lead experience.
• Experience in tech, restaurant, or logistics industries preferred.
• Ability to influence decisions using data.

Responsabilidades

• Manage day-to-day operations while improving quality and speed.
• Lead a team focused on customer success and operational KPIs.
• Provide real-time feedback and conduct team meetings.

Conocimientos

Team management

Process improvement

Bilingual in Spanish and English

Data analysis

Educación

Bachelor's degree or equivalent experience

Herramientas

Salesforce

Excel

Google Sheets

Descripción del empleo

About the TeamDoorDash 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 roleAs a Team Leader you will directly manage Teammates responsible for providing the highest quality care to our Consumers, Merchants and Dashers at the forefront of our business.

This role appeals to you because you're a leader, operator, and problem solver.

You’ll be responsible for managing the day to day operations with an expanding company while maintaining and improving on bold quality and speed metrics for your team.NOTE : This position will support our Customer Experience center in Mexico City.You're excited about this opportunity because you will…

Responsibilities

• Manage day-to-day operations while maintaining and improving on quality and speed metrics.
• Lead a team of motivated individuals focused on customer success to deliver on operational KPIs.
• Support your team by being present and approachable, answering questions, hosting weekly 1-on-1 and team meetings, and providing real-time feedback.
• Establish and manage your team to individual and team goals and objectives and communicate performance to management and other stakeholders.
• Coordinate daily workflow within the team and adjust resources to meet service level agreements with the business.
• Operate as a Subject Matter Expert, creating, distributing, and presenting performance reports to identify trends and highlight opportunities for improvement.

Qualifications

• You are a leader with a strong desire and natural ability to motivate a team, set and achieve targets, and manage career growth and team performance.
• You increase results and constantly evaluate how your team's activities achieve measurable impact.
• You are an operator who translates analysis to actions quickly, testing hypotheses and using first principles to solve challenging business problems at root level.
• You are an owner, always looking for opportunities to better your work product.
• You are comfortable making tough decisions that balance quality and quantity.

• Hold a Bachelor's degree or equivalent experience.
• Have 2+ years of people management or team lead experience.
• Have a mind and talent for process improvement.
• Have experience pulling data and using data to influence decisions.
• Have knowledge of Salesforce, Chartio, and Excel (can maintain complex spreadsheets) / Google Sheets (preferred).
• Have experience in the tech, restaurant, or logistics industries (preferred).
• Have familiarity with working with large, diverse customer support, operations, and sales organizations (preferred).
• Have flexibility to occasionally work shifts, holidays, and outside of standard schedule.
• Are bilingual in Spanish and English.

About DoorDashAt DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers.

We are a technology and logistics company that started with door-to-door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers.

We're committed to supporting employees' happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.Our Commitment to Diversity and InclusionWe're committed to growing and empowering a more inclusive community within our company, industry, and cities.

That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives.

We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.If you need any accommodations, please inform your recruiting contact upon initial connection.

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