Vacantes en Zapopan, México

As a Customer Support Team Lead at Umbrella BPO, you will be a pivotal part of our client support operations, ensuring exceptional service delivery and maintaining a positive customer experience. You’ll lead a team of customer support specialists, driving efficiency, quality, and continuous improvement.

• Leadership and Support: Supervise and guide a team of customer support specialists, provide hands-on assistance to team members during peak times or complex cases, and foster a collaborative and supportive team environment.
• Customer Interaction: Handle escalated customer inquiries, concerns, and issues with professionalism and empathy, collaborate with clients via phone, email, chat, or client CRM systems, and ensure timely resolution and high customer satisfaction.
• Technical Expertise: Diagnose and resolve technical issues related to BPO processes and systems, escalate complex technical problems to internal teams for resolution, and stay updated on industry trends and best practices.
• Process Enhancement: Identify opportunities for process improvement within the customer support function, collaborate with management and team members to implement enhancements, and streamline workflows and optimize efficiency.
• Documentation and Knowledge Base: Maintain accurate records of customer interactions, technical issues, and resolutions, contribute to knowledge base articles and support documentation, and ensure information is up-to-date and accessible to the team.
• Quality Assurance: Monitor customer interactions to uphold service quality standards, participate in quality assurance initiatives and training programs, and provide constructive feedback to team members.
• Adaptability and Flexibility: Respond to changing business needs promptly and adjust strategies and tactics based on evolving requirements.

• Professional English Fluency
• Minimum 3 Years of Customer Support Experience, preferably in a BPO environment, with leadership experience a plus.
• Strong Organizational and Multitasking Skills
• Excellent Communication and Interpersonal Abilities
• Discretion with Confidential Information
• Bachelor’s Degree (Nice to Have)

This role may occasionally require evening or weekend work to accommodate different time zones or meet project deadlines. If you’re passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we encourage you to apply for the Customer Support Team Lead position.

We are an equal opportunities employer and welcome applications from all qualified candidates.