CS Team Lead.

4.500 - 5.000 Soles
On-site job
Professional Services industry
LATAM
Job ref37668
Post DateJune 27, 2025

About the Role

We are looking for a Customer Service Lead to manage and inspire our bilingual customer support team in a 24/7 environment. You will be responsible for team performance, coaching, customer satisfaction, and driving operational excellence across all support activities.

This is a key role that combines people leadership, process improvement, and strategic insight to help shape our customer experience in the local market.
 

Key Responsibilities

  • Lead, motivate, and develop a high-performing customer support team

  • Monitor KPIs and team performance metrics, identifying improvement opportunities

  • Provide regular feedback, coaching, and performance evaluations

  • Ensure adherence to internal policies and compliance with external regulations

  • Act as a liaison between support, internal departments, and third-party providers

  • Manage hiring, onboarding, and training of new team members

  • Implement quality assurance and learning initiatives for the team

  • Handle escalated customer cases with empathy and efficiency
     

Essential:

  • Experience managing customer service or support teams

  • Strong grasp of customer service operations and best practices

  • Experience in coaching and performance management

  • Analytical and problem-solving skills

  • Excellent communication and leadership abilities

  • Ability to balance business objectives with people-first leadership
     

Preferred:

  • Background in customer experience or support management

  • Experience with CSAT and quality frameworks

  • Knowledge of learning & development processes

  • Project management skills

  • Experience leading cross-functional initiatives

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