Job Description

Customer Support Group Lead

Department: Customer Service Operational Excellence

Employment Type: Full Time

Location: Mexico

Description

We’re expanding our Customer Support team in one of the most significant markets for inDrive. This new team member will be responsible for monitoring service metrics and implementing strategies to achieve departmental KPIs and goals. Conduct regular performance evaluations and provide feedback, onboard new hirings and support on recruitment processes . If you are ready to be part of a new team and go to the next step we are waiting for you.

Key Responsibilities

• Own day-to-day management of a team (up to 20 agents): attendance, adherence, break control, handovers, and shift change discipline.
• Run daily stand-ups with yesterday’s KPIs, today’s priorities, blockers, and assignment.
• Monitor SLA, CSAT, AHT, QA, adherence, efficiency (chats/hour) in real time. Trigger corrective actions.
• Deep-dive analysis (repeated contacts, escalations) and implement fixes.
• Identify recurring defects (top contact categories/root causes) and submit proposals to improve flows, scripts and self-help sections.
• Pilot improvements (A/B where possible), measure impact, and scale successful changes.
• Report shift results with a short summary.
• Communicate changes (policy, product, promos) clearly to the team and verify understanding.
• Support hiring/onboarding and developing. Highlights performance risks early.
• Enforce policy, data privacy, and compliance standards. Coordination with HR/QA/Training as needed.

Skills, Knowledge & Expertise

• 3–4 years in Customer Support/Contact Center or Ops. 1–2 years in a coordinator/senior/acting-supervisor capacity.
• Background in BPO, ride-hailing/delivery, e-commerce/marketplace, fintech, or logistics preferred.
• Hands-on experience managing 20 agents per shift, with direct KPI accountability (SLA, CSAT, AHT, QA, Efficiency).
• Proven record of coaching, running stand-ups, real-time monitoring and handling escalations.
• Bachelor’s degree in Management, Communications, Operations or related field preferred (or equivalent experience).
• Certifications: COPC, Lean Six Sigma (Yellow/Green Belt) is a plus.
• Familiarity with QA frameworks, WFM basics (coverage, shrinkage, interval staffing) and root-cause analysis.
• KPI & data literacy: deep-dives, and action planning. Ability to read BI dashboards.
• Tools: ticketing and CRM platforms, QA/WFM suites, and Google Sheets/Excel. Basic SQL or data extraction is a plus.
• Process discipline: SOPs, playbook compliance, change control, incident communications.
• Escalation & risk handling: fraud/safety/regulatory awareness. Accurate documentation and evidence collection.
• People leadership & coaching: clear expectations, timely feedback, and respectful accountability.
• Prioritization & decision-making: acts on real-time signals. Balances speed with quality.
• Conflict resolution & de-escalation: keeps calm under pressure. Protects customer experience.
• Conversacional advance level of english B2-C1

Job Benefits

• Competitive salary range.
• Opportunity for advancement and upward mobility within the organization, allowing for increased levels of responsibility and growth within the company