Customer Support Group Lead – KPI-Driven Team Coach

inDrive; Ciudad de México; Presencial; MXN 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Advancement opportunities

Descripción de la vacante

inDrive is expanding its Customer Support team in Mexico. The Group Lead will monitor service metrics and implement strategies to achieve KPIs and goals, while conducting regular performance evaluations and supporting recruitment.

You will manage day-to-day operations for up to 20 agents, run daily stand-ups, monitor SLA and CSAT in real time, coach staff, and ensure policy compliance and data privacy across the team.

Formación

• 3-4 years in Customer Support/Contact Center or Ops.
• Experience managing up to 20 agents per shift with KPI accountability.
• Bachelor’s degree or equivalent; COPC/Lean Six Sigma a plus.

Responsabilidades

• Own day-to-day management of a team of up to 20 agents.
• Run daily stand-ups with KPI review and priorities.
• Monitor SLA, CSAT, AHT, QA, and efficiency in real time.
• Identify defects and propose process improvements.
• Pilot improvements (A/B) and scale successful changes.
• Coordinate with HR/QA/Training on onboarding and development.
• Enforce policy, data privacy, and compliance.
• Communicate policy/product/promos changes to team.

Conocimientos

People leadership

Coaching

Stand-ups

Real-time monitoring

Escalations handling

Performance feedback

Educación

Bachelor’s degree or equivalent in related field

Herramientas

CRM platforms

QA/WFM suites

Google Sheets/Excel

Basic SQL

Descripción del empleo

inDrive is expanding its Customer Support team in Mexico. The Group Lead will monitor service metrics and implement strategies to achieve KPIs and goals, while conducting regular performance evaluations and supporting recruitment.

You will manage day-to-day operations for up to 20 agents, run daily stand-ups, monitor SLA and CSAT in real time, coach staff, and ensure policy compliance and data privacy across the team.