Team Lead | Healthcare Customer Service

Resolv Global; San Francisco de Campeche; Remote; MXN 151,000 - 202,000; Full time

Benefits offered by this job

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 hands-on leader will motivate a team, maintain high standards across customer experience, productivity, quality, and daily performance in a fast-paced BPO environment.

The role is 100% remote from México, requires bilingual English/Spanish communication, and fits professionals who value strong leadership and customer experience in a remote

Qualifications

• Previous Team Lead, Supervisor, or similar leadership experience in a BPO/contact center environment.
• BPO experience is essential in healthcare/medical CX contexts.
• Fully bilingual in English and Spanish; strong written and verbal communication.

Responsibilities

• 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.

Skills

Leadership

BPO experience

Healthcare CX

Remote work experience

Bilingual English/Spanish

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