Us Boc Team Lead Service Support Ii

The Big Job Site; Región Centro; Hybride; MXN 424 000 - 536 000; Plein temps

Avantages offerts par ce poste

Annual bonus

Food vouchers

Savings fund

Medical & life insurance

Dental plan

Christmas bonus

Pension plan

Hybrid work model

Paid leave

Résumé du poste

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.

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

English fluency

Leadership

Stakeholder management

Quality methodologies

Six Sigma

Formation

Bachelor's degree / high school diploma

Outils

C4C

Genesys

CRM workflow

Description du poste

US BOC Team Lead Service Support II

Job Title: US BOC Team Lead Service Support II

Job Type: Full-time (Hybrid)

Location: Guadalajara, Jal.

Salary: $38,000.00 $48,000.00 MXN Gross / Month

About the Role: In CARESTREAM we are seeking an experienced US BOC Team Lead Service Support II to oversee service support operations within our Business Operations Center. You will guide a team of service support specialists, manage operational metrics, and drive continuous improvement.

Key Responsibilities

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

Requirements

• Advanced / Fluent English proficiency (written and spoken).
• Bachelor's degree (undergraduate) or high school diploma.
• Up to 5 years of experience in call center customer service/global environment & up to 2 years experience as Team Leader.
• Deep understanding of service support frameworks, ticketing platforms, and CRM workflow management.
• Strong leadership, conflict resolution, and stakeholder management skills.
• Worked on C4C and Genesys (Preferred).
• Quality methodologies, ideally 6 Sigma Black/Green Belt certified preferred.

Benefits & Compensation

• Base Salary: $38,000.00 $48,000.00 MXN gross/month
• Annual Variable Performance Bonus
• Food Vouchers
• Savings Fund
• Major Medical & Life Insurance & Dental Plan
• Above the law Christmas Bonus
• Vacations as stated by law + above the law vacation Premium
• Pension Plan
• Hybrid Work Model & Paid Leave Programs.