Job Description

To apply for a Team Lead position, you should have at least 3 years of experience as a Supervisor, Team Lead, or equivalent within the BPO industry. We are seeking an individual with hands-on experience in process improvement and project management, advanced English proficiency, intermediate to advanced knowledge of Excel, Gorgias, or other support software, and experience managing multiple channels (voice and non-voice).

Responsibilities:

• Coordinate the Customer Service Team
• Provide Direct Customer Support
• Review and Resolve Escalations
• Evaluate Team Members
• Support Process Improvement
• Train New Hires

Required Skills/Abilities:

• Excellent (near-native) written English is a requirement for this job
• Amazing customer support, phone support experience preferred
• Tech-savvy and Advanced proficiency on G-Suite/MS-Office
• Great eye for detecting team, employee risk before it becomes an issue
• Track record of building positive relationships with employees and partners
• Strong work ethic and a talent for bringing out the best in others
• Passionate about sharing knowledge and helping others

Education and Experience:

• 3+ years as a Supervisor, Team Lead, in the BPO or equivalent.

On-site position in Bogota.