Job title: customer support team lead
location: mexico city
company: umbrella bpo & client companies
overview:
as a customer support team lead at umbrella bpo, you will be a pivotal part of our client support operations, ensuring exceptional service delivery and maintaining a positive customer experience. You’ll lead a team of customer support specialists, driving efficiency, quality, and continuous improvement.
key responsibilities:
1. leadership and support:
o supervise and guide a team of customer support specialists.
o provide hands-on assistance to team members during peak times or complex cases.
o foster a collaborative and supportive team environment.
2. customer interaction:
o handle escalated customer inquiries, concerns, and issues with professionalism and empathy.
o collaborate with clients via phone, email, chat, or client crm systems (e.g., zendesk).
o ensure timely resolution and high customer satisfaction.
3. technical expertise:
o diagnose and resolve technical issues related to bpo processes and systems.
o escalate complex technical problems to internal teams for resolution.
o stay updated on industry trends and best practices.
4. process enhancement:
o identify opportunities for process improvement within the customer support function.
o collaborate with management and team members to implement enhancements.
o streamline workflows and optimize efficiency.
5. documentation and knowledge base:
o maintain accurate records of customer interactions, technical issues, and resolutions.
o contribute to knowledge base articles and support documentation.
o ensure information is up-to-date and accessible to the team.
6. quality assurance:
o monitor customer interactions to uphold service quality standards.
o participate in quality assurance initiatives and training programs.
o provide constructive feedback to team members.
7. adaptability and flexibility:
o respond to changing business needs promptly.
o adjust strategies and tactics based on evolving requirements.
qualifications:
* professional english fluency
* minimum 3 years of customer support experience:
o preferably in a bpo environment.
o leadership experience is a plus.
* strong organizational and multitasking skills
* excellent communication and interpersonal abilities
* discretion with confidential information
* bachelor’s degree (nice to have)
working conditions:
this role may occasionally require evening or weekend work to accommodate different time zones or meet project deadlines. If you’re passionate about delivering exceptional customer support, have a keen interest in business process outsourcing, and thrive in a dynamic environment, we encourage you to apply for the customer support team lead position. Join our team and contribute to our clients’ success through outstanding service and leadership!
#j-18808-ljbffr