BilingualTeam Lead, Customer Service (UT)

Progressive Leasing; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive compensation

Full health benefits

401k plan with company match

Paid time off & holidays

Tuition reimbursement

Volunteer hours

Job summary

Progressive Leasing is seeking a Bilingual Team Lead, Customer Service to guide and develop a diverse team delivering world-class support for our lease-to-own customers.

In this remote role, you will mentor agents, monitor performance, and drive process improvements while ensuring exceptional service standards across channels. Proficiency in Spanish and strong communication are essential; familiarity with AI-enabled tools is a plus.

Qualifications

• Minimum six months internal tenure preferred.
• Bilingual Spanish speaking required.
• Excellent written and verbal communication skills.
• Ability to calculate figures such as discounts and percentages.

Responsibilities

• Lead and train members of the Customer Service Team to achieve maximum results.
• Accurately perform administrative duties in a timely manner.
• Document and evaluate department progress to identify improvements.
• Monitor calls and verify accuracy; provide constructive feedback.
• Handle escalated complaints and resolve problems.
• Conduct performance evaluations and recognition.

Skills

Bilingual Spanish

Excellent communication

MS Office proficiency

Customer service experience

Team leadership

Disciplinary record clean

Tools

Microsoft Office

Job description

Remote

Progressive Leasing is a leading provider of in-store and e-commerce lease-to-own solutions. With more than 20 years in FinTech, we’ve grown from start-up to industry leader by innovating, simplifying, and valuing people. We are a subsidiary of PROG Holdings (NYSE: PRG), a FinTech holding company with three business segments: Progressive Leasing, Purchasing Power, and Four, a Buy Now Pay Later platform.

We are currently hiring a Bilingual Team Lead, Customer Service to help grow our company and ensure our mission is achieved.

Employee Value Proposition (EVP): PROG is dedicated to providing people with opportunity; opportunity for inclusive collaboration, opportunity for innovation, and opportunity for development.

WE ARE: A team of operations experts that are crucial to the operational excellence and world-class experience that we provide to our customers. Progressive Leasing is known for the high-quality assistance that we provide, and we love to continuously pursue excellence and compassion in all that we do.

YOU ARE: An excited professional that knows that working hard and having fun are equally important! The supervisor position is crucial to the operational excellence and world class experience we provide to our customers. You will have the opportunity to mentor and motivate members of your team to achieve performance goals and contribute to their personal and professional development.

Your Day-to-Day:

• Work a closing shift ending at 7:00 PM or 8:00 PM (based on time zone); some weekend shifts will also be required.
• Actively lead and train members of the Customer Service Team to achieve maximum results.
• Accurately perform administrative duties in a timely manner.
• Document and evaluate department progress to discover new ways to improve or innovate.
• Monitor calls and verify accuracy.
• Provide team members with constructive feedback.
• Performance evaluations, employee praise and discipline.
• Address escalated complaints and resolve problems.

You’ll Bring:

• Minimum of six months internal tenure preferred.
• Excellent communication skills, both written and verbal.
• Strong proficiency with Microsoft Office products, specifically Word, Excel and PowerPoint.
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, etc.
• Strong interpersonal skills with the proven ability to interact confidently and professionally with customers and co-workers alike.
• Disciplinary record free of existing infractions preferred.
• Bilingual - Spanish speaking required.
• AI‑enabled tools are already part of how work gets done across our organization, and their use will continue to expand over time. We value people who are curious, adaptable, and open to learning as roles and workflows evolve.

Requirements for Work From Home:

• You must be located within a 60-mile radius of Draper, UT.
• You must have a designated home-based workspace (preferably one that is quiet and free from distractions).
• You must have a wired internet connection with internet service speeds of at least 10 mbps download and 4 mbps upload to ensure continuous support through excellent call quality and high-speed response rates (wireless, DSL, and/or satellite Internet Service Providers are not compatible with our systems).

We Offer:

• Competitive Compensation.
• Full Health Benefits; Medical/Dental/Vision/Life Insurance + Paid Parental Leave.
• Company Matched 401k.
• Paid Time Off + Paid Holidays + Paid Volunteer Hours.
• Employee Resource Groups (Black Inclusion Group, Women in Leadership, PRIDE, Adelante).
• Employee Stock Purchase Program.
• Tuition Reimbursement.
• Charitable Gift Matching.
• Job required equipment and services.

Progressive Leasing welcomes and encourages diversity in the workplace. We do not discriminate in any aspect of employment on the basis of race, color, religion, national origin, ancestry, gender, sexual orientation, gender identity and/or expression, age, veteran status, disability, or any other characteristic protected by federal, state, or local employment discrimination laws where Progressive Leasing does business.