Senior Service Support Team Lead (Hybrid)

The Big Job Site; Región Centro; Híbrido; MXN 424.000 - 536.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual bonus

Food vouchers

Savings fund

Medical & life insurance

Dental plan

Christmas bonus

Pension plan

Hybrid work model

Paid leave

Descripción de la vacante

CARESTREAM is seeking an experienced US BOC Team Lead Service Support II to oversee service support operations within our Business Operations Center in Guadalajara. You will guide a team of service-support specialists, manage operational metrics, and drive continuous improvement across US-bound processes.

The ideal candidate has advanced English, a bachelor's or high school diploma, and up to 5 years in call center customer service with leadership experience.

Formación

• Advanced English skills (written and spoken).
• Bachelor's degree or high school diploma required.
• Up to 5 years in call center/customer service with leadership exp.
• Knowledge of service support frameworks, ticketing platforms, and CRM workflows.
• Leadership, conflict resolution, and stakeholder management skills.

Responsabilidades

• Lead day-to-day operations of the Service Support team to ensure SLA compliance.
• Coach, mentor, and evaluate team performance for growth and excellence.
• Serve as senior escalation point for complex US service support issues.
• Collaborate with US regional management to align service strategy and standards.

Conocimientos

English fluency

Leadership

Stakeholder management

Quality methodologies

Six Sigma

Educación

Bachelor's degree / high school diploma

Herramientas

C4C

Genesys

CRM workflow

Descripción del empleo

CARESTREAM is seeking an experienced US BOC Team Lead Service Support II to oversee service support operations within our Business Operations Center in Guadalajara. You will guide a team of service-support specialists, manage operational metrics, and drive continuous improvement across US-bound processes.

The ideal candidate has advanced English, a bachelor's or high school diploma, and up to 5 years in call center customer service with leadership experience.