Remote CS Team Lead - Coaching & Service Excellence

Gordian Staffing Careers; Región Centro; Híbrido; MXN 279.000 - 391.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

IMSS

Remote work equipment

Major medical insurance

Christmas bonus of 30 days (Aguinaldo)

12 vacation days after first year

Descripción de la vacante

Gordian Staffing Careers is seeking a Team Lead to support a busy call center. The role is fully remote for residents of Mexico, with mandatory first-day visits to CDMX or GDL (expenses covered).

You will monitor agent availability, coach peers, and ensure service levels are met across calls, chats, and emails. The position requires at least 5 years in customer service, strong communication, and the ability to multi-task in a fast-paced environment.

Formación

• Minimum 5 years in a customer service call center environment.
• Previous managerial experience is an advantage.
• Excellent written and verbal communication skills.
• Proficient in MS Office; typing speed 30 wpm or higher.
• Experience using Zendesk is a plus.

Responsabilidades

• Monitor and coordinate agent availability to meet daily service goals.
• Assist with calls, chats, and emails as needed.
• Provide input to update SOPs with the trainer.
• Run work order and stat reports for the team.
• Coach and develop team members to meet service levels.
• Schedule coverage, vacations, and sick time.
• Conduct call monitoring for quality control.
• Coordinate with other departments to maintain high support levels.

Conocimientos

Customer service

Team leadership

Communication

Coaching

Multi-tasking

Independent work

Educación

High School diploma

Herramientas

Zendesk

MS Office

Descripción del empleo

Gordian Staffing Careers is seeking a Team Lead to support a busy call center. The role is fully remote for residents of Mexico, with mandatory first-day visits to CDMX or GDL (expenses covered).

You will monitor agent availability, coach peers, and ensure service levels are met across calls, chats, and emails. The position requires at least 5 years in customer service, strong communication, and the ability to multi-task in a fast-paced environment.