Customer Support Team Lead

Umbrella BPO; México; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading BPO services firm in Mexico is seeking a Customer Support Team Lead to supervise a team and enhance customer service quality. The role requires a minimum of 3 years in customer support, professional English fluency, and strong organizational skills. Responsibilities include handling escalated inquiries, driving process improvements, and maintaining high customer satisfaction. Candidates should thrive in a dynamic environment and may need to work evenings or weekends occasionally.

Formación

• Minimum 3 years of customer support experience, preferably in a BPO environment.
• Leadership experience is a plus.
• Ability to handle complex customer inquiries with professionalism.

Responsabilidades

• Supervise and guide a team of customer support specialists.
• Handle escalated customer inquiries professionally.
• Identify opportunities for process improvements.

Conocimientos

Professional English Fluency

Strong Organizational Skills

Excellent Communication Skills

Interpersonal Abilities

Discretion with Confidential Information

Educación

Bachelor’s Degree

Descripción del empleo

Overview:

As a Customer Support Team Lead at Umbrella BPO, you will be a pivotal part of our client support operations, ensuring exceptional service delivery and maintaining a positive customer experience. You’ll lead a team of customer support specialists, driving efficiency, quality, and continuous improvement.

Key Responsibilities:

• Leadership and Support: Supervise and guide a team of customer support specialists, provide hands-on assistance to team members during peak times or complex cases, and foster a collaborative and supportive team environment.
• Customer Interaction: Handle escalated customer inquiries, concerns, and issues with professionalism and empathy, collaborate with clients via phone, email, chat, or client CRM systems, and ensure timely resolution and high customer satisfaction.
• Technical Expertise: Diagnose and resolve technical issues related to BPO processes and systems, escalate complex technical problems to internal teams for resolution, and stay updated on industry trends and best practices.
• Process Enhancement: Identify opportunities for process improvement within the customer support function, collaborate with management and team members to implement enhancements, and streamline workflows and optimize efficiency.
• Documentation and Knowledge Base: Maintain accurate records of customer interactions, technical issues, and resolutions, contribute to knowledge base articles and support documentation, and ensure information is up-to-date and accessible to the team.
• Quality Assurance: Monitor customer interactions to uphold service quality standards, participate in quality assurance initiatives and training programs, and provide constructive feedback to team members.
• Adaptability and Flexibility: Respond to changing business needs promptly and adjust strategies and tactics based on evolving requirements.

Qualifications:

• Professional English Fluency
• Minimum 3 Years of Customer Support Experience, preferably in a BPO environment, with leadership experience a plus.
• Strong Organizational and Multitasking Skills
• Excellent Communication and Interpersonal Abilities
• Discretion with Confidential Information
• Bachelor’s Degree (Nice to Have)

Working Conditions:

This role may occasionally require evening or weekend work to accommodate different time zones or meet project deadlines. If you’re passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we encourage you to apply for the Customer Support Team Lead position.

We are an equal opportunities employer and welcome applications from all qualified candidates.