Bilingual Customer Service Team Lead — Remote (EN/ES)

Endurance Warranty Services, LLC; United States; Remote; USD 32,000 - 34,000; Full time

Benefits offered by this job

Paid training

Work From Home Opportunity

Computer Equipment Provided

401(k) with company match after 90days

Medical, Dental, and Vision Insurance

Voluntary Life Insurance

Internet Stipend

Paid Time Off

Holiday Pay

Job summary

Endurance Warranty Services, LLC is seeking a Customer Service Team Lead - Bilingual (English/Spanish) for a remote, work-from-home role. The position supports the Customer Service Department by providing frontline leadership, coaching, and performance oversight for agents, reporting to the Customer Service Manager.

The role involves mentoring, call coaching, and ensuring compliance with standards, while assisting with recruitment in Spanish and guiding escalation handling.

Qualifications

• Fluent in English and Spanish required.
• Bachelor’s degree or equivalent experience.
• 3+ years in customer service or retention with a proven track record.
• 3+ years teaching or mentoring new hires.
• 3+ years growth and KPI planning competence.

Responsibilities

• Provide ongoing coaching through live call monitoring, QA feedback, and escalation support.
• Track representative progress and identify performance gaps using established tools.
• Monitor agents against KPIs, QA expectations, and retention goals.
• Assist with escalated issues and serve as first-level leadership contact.

Skills

Bilingual English/Spanish

Leadership

Coaching

KPIs

MS Office (PowerPoint, Word, Excel)

Education

Bachelor’s degree in Communication or Business Management

Job description

Endurance Warranty Services, LLC is seeking a Customer Service Team Lead - Bilingual (English/Spanish) for a remote, work-from-home role. The position supports the Customer Service Department by providing frontline leadership, coaching, and performance oversight for agents, reporting to the Customer Service Manager.

The role involves mentoring, call coaching, and ensuring compliance with standards, while assisting with recruitment in Spanish and guiding escalation handling.