Team Lead | Healthcare Customer Experience

Resolv Global; Región Centro; Remote; MXN 153,000 - 204,000; Full time

Benefits offered by this job

Remote work from México

Weekly pay

Independent Contractor

Job summary

Resolv Global is seeking experienced Team Leads to join a growing, fully remote healthcare customer experience operation supporting a US-based program. This is a hands-on leadership role in a fast-paced BPO environment, focused on coaching, productivity, quality, and day-to-day performance.

The role is 100% remote from Mexico, requires English and Spanish, and aligns with US business hours. You will manage a team, monitor performance, support escalations, and collaborate with trainers during

Qualifications

• Leadership experience in a BPO/contact center environment.
• BPO experience is essential.
• Healthcare/medical customer experience is essential.
• Strong customer experience background.
• Remote work experience (1+ year)
• Fully bilingual English/Spanish.

Responsibilities

• Lead, support, coach, and motivate a team of customer experience representatives.
• Monitor day-to-day team performance and maintain productivity and quality.
• Provide coaching and feedback to improve performance.
• Support agents with escalations and challenging interactions.
• Maintain a strong customer-focused culture across the team.
• Monitor attendance, adherence, performance, and engagement.
• Identify performance gaps and implement improvement plans.
• Communicate updates and expectations to the team clearly.

Skills

Leadership

Bilingual English/Spanish

Communication

Coaching

Remote teamwork

Tools

Microsoft Teams / Office 365

Job description

We are looking for experienced Team Leads to join a growing, fully remote healthcare customer experience operation supporting a US-based program.

This is an opportunity for a hands-on leader who understands the BPO environment, knows how to support and motivate a team, and can maintain high standards across customer experience, productivity, quality, and day-to-day performance.

The right person will be confident working in a fast-paced environment, comfortable with U.S. business hours, and able to communicate professionally in both English and Spanish .

This is a fully remote opportunity in México only for qualified professionals who want to be part of a team where strong leadership and customer experience really matter.

What You'll Do

• Lead, support, coach, and motivate a team of customer experience representatives
• Monitor day-to-day team performance and help ensure productivity and quality expectations are met
• Provide coaching and feedback to improve individual and team performance
• Support agents with customer escalations and challenging interactions
• Help maintain a strong customer-focused culture across the team
• Monitor attendance, adherence, performance, and overall team engagement
• Identify performance gaps and work with team members on improvement plans
• Communicate operational updates, expectations, and feedback clearly to the team
• Work closely with trainers and other leadership members during training and transition into production
• Maintain professionalism, accountability, and strong communication in a fully remote environment
• Adapt quickly to changing processes, systems, and business requirements

Compensation & Work Setup

• $6.50 USD per hour
• 100% remote from México
• Paid weekly in arrears
• Paid training
• Independent Contractor arrangement

Technical Requirements (Essential)

To be considered, candidates must meet all technical requirements below:

• Windows 11 PC (Mac not supported)
• 16 GB RAM
• Dual monitors
• Webcam and Wired USB Headset
• i5 processor or higher
• Fibre internet with a wired connection (Ethernet cable)
• Backup power solution
• Microsoft Teams / Office 365

Applications that do not meet the minimum technical requirements may not move forward in the process.

Hiring Process

To ensure fairness and consistency, all applicants must complete every stage of the hiring process.

Our process includes:

• English Resume Review
• Pre-Screen Questionnaire
• One-Way Video Interview
• Live Interview
• Final Interview

Important

This is an English-speaking role that requires strong written and verbal English communication skills. All resumes must be submitted in English to be considered for the position. This role is only available to Mexican nationals currently residing in México.

What We're Looking For

Required:

• Previous Team Lead, Supervisor, or similar leadership experience in a BPO/contact center environment
• BPO experience is essential
• Healthcare/medical customer experience is essential
• Strong customer experience background
• At least 1 year of previous remote work experience
• Fully bilingual in English and Spanish
• Excellent spoken and written English
• Strong communication, coaching, and problem-solving skills
• Tech-savvy and comfortable learning and working across multiple systems
• Strong organizational skills and attention to detail
• A genuine team-player mentality
• Comfortable working U.S. business hours
• Available to start immediately
• Reliable computer, internet connection, headset, and suitable remote workspace
• Comfortable working as an Independent Contractor