Team Lead | Healthcare Customer Service

Resolv Global; Irapuato; Remote; MXN 151,000 - 164,000; Part time

Benefits offered by this job

Paid weekly?

Paid training

Remote from México

Job summary

Resolv Global in México is seeking an experienced Team Lead to join a growing, fully remote healthcare CX operation supporting a US program. This hands-on leader will coach and motivate a team, maintaining high standards across CX, productivity, quality, and daily performance.

The role requires fluent English and Spanish, comfort with US business hours, and a proven BPO background. It is an Independent Contractor position, fully remote from México with weekly payments and training provided.

Qualifications

• Leadership experience in a BPO/contact center environment.
• Healthcare/customer experience background is essential.
• Fully bilingual in English and Spanish.
• Remote work experience required.

Responsibilities

• Lead, support, coach, and motivate a team of customer experience representatives.
• Monitor day-to-day team performance and ensure productivity and quality.
• Provide coaching to improve individual and team performance.
• Support agents with escalations and challenging interactions.
• Maintain a customer-focused culture across the team.
• Monitor attendance, adherence, performance, and engagement.
• Identify performance gaps and implement improvement plans.
• Communicate updates and expectations clearly to the team.
• Collaborate with trainers during onboarding and production transition.
• Maintain professionalism and accountability in a fully remote setup.
• Adapt to changing processes and systems.

Skills

Team Leadership

Coaching

Customer Experience

BPO Experience

Remote Work

Bilingual EN/ES

Communication

Problem Solving

Tech Savvy

Organizational Skills

Attention to Detail

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)

• 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

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.
• A background check might be required for candidates who are shortlisted as part of the final hiring process. Employment will be subject to successful completion of the applicable background check.

Requirements

• 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