Job title: customer support team leadlocation: 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:leadership and support: supervise and guide a team of customer support specialists.provide hands-on assistance to team members during peak times or complex cases.foster a collaborative and supportive team environment.customer interaction: handle escalated customer inquiries, concerns, and issues with professionalism and empathy.collaborate with clients via phone, email, chat, or client crm systems (e.g., zendesk).ensure timely resolution and high customer satisfaction.technical expertise: diagnose and resolve technical issues related to bpo processes and systems.escalate complex technical problems to internal teams for resolution.stay updated on industry trends and best practices.process enhancement: identify opportunities for process improvement within the customer support function.collaborate with management and team members to implement enhancements.streamline workflows and optimize efficiency.documentation and knowledge base: maintain accurate records of customer interactions, technical issues, and resolutions.contribute to knowledge base articles and support documentation.ensure information is up-to-date and accessible to the team.quality assurance: monitor customer interactions to uphold service quality standards.participate in quality assurance initiatives and training programs.provide constructive feedback to team members.adaptability and flexibility: respond to changing business needs promptly.adjust strategies and tactics based on evolving requirements.qualifications:professional english fluencyminimum 3 years of customer support experience:preferably in a bpo environment.leadership experience is a plus.strong organizational and multitasking skillsexcellent communication and interpersonal abilitiesdiscretion with confidential informationbachelor'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! ?