Talent Pool

LATCOM; Olivos; A distancia; VES 17.512.000 - 23.349.000; Jornada completa

Descripción de la vacante

LATCOM is seeking a Customer Service Team Lead to manage a team of Customer Service Specialists, safeguarding buyer and brand experience across client storefronts. You will own team output, quality, and development, and serve as senior SME on customer-facing workflows including Voice of Customer, buyer and seller messaging, feedback and review management, and inbound brand concerns.

The role translates departmental strategy into daily execution, builds the systems that keep the team consistent,

Formación

• 3+ years of experience leading a customer service, e-commerce operations, or back-office team.

Responsabilidades

• Lead a team of Customer Service Specialists, owning month-over-month team output and the individual growth of each direct report.
• Run the team's operating cadence, including team meetings, one-on-ones, training, and performance reviews.
• Monitor team KPIs and report on results, surfacing trends, risks, and opportunities to the Manager on a regular cadence.
• Serve as the senior subject-matter expert across the team's customer service functions, and act as the escalation point for complex or sensitive cases.
• Design, document, and continuously improve the SOPs, templates, and tools the team relies on, ensuring work is repeatable and audit-ready.
• Uphold task management and reporting hygiene across the team, ensuring work is tracked, prioritized, and visible to stakeholders.
• Onboard new specialists and run ongoing training, building the bench of capability across all customer service workflows.
• Partner with adjacent Catalog teams (Listing, Case Management, Reimbursements) and with Account Managers to resolve cross-functional issues and align on client priorities.
• Investigate performance gaps, take corrective action, and communicate clearly with the Manager on status, blockers, and next steps.

Descripción del empleo

Customer Service Team Lead
Location: Remote | LATAM
Schedule: Monday - Friday. 9AM - 5PM PST
Salary: $15 - $20/HR

The Team Lead, Customer Service leads a team of Customer Service Specialists responsible for safeguarding the buyer and brand experience across all client storefronts. This role owns team output, quality, and development, and serves as the senior subject-matter expert on customer-facing workflows including Voice of Customer, buyer and seller messaging, feedback and review management, and inbound brand concerns. The Team Lead translates departmental strategy into daily execution, builds the systems that keep the team consistent, and develops specialists into stronger operators over time.

Key Responsibilities

• Lead a team of Customer Service Specialists, owning month-over-month team output and the individual growth of each direct report.
• Run the team's operating cadence, including team meetings, one-on-ones, training, and performance reviews.
• Monitor team KPIs and report on results, surfacing trends, risks, and opportunities to the Manager on a regular cadence.
• Serve as the senior subject-matter expert across the team's customer service functions, and act as the escalation point for complex or sensitive cases.
• Design, document, and continuously improve the SOPs, templates, and tools the team relies on, ensuring work is repeatable and audit-ready.
• Uphold task management and reporting hygiene across the team, ensuring work is tracked, prioritized, and visible to stakeholders.
• Onboard new specialists and run ongoing training, building the bench of capability across all customer service workflows.
• Partner with adjacent Catalog teams (Listing, Case Management, Reimbursements) and with Account Managers to resolve cross-functional issues and align on client priorities.
• Investigate performance gaps, take corrective action, and communicate clearly with the Manager on status, blockers, and next steps.

Requirements

• 3+ years of experience leading a customer service, e-commerce operations, or back-office team, ideally in a multicultural or