Customer Service Team Lead

hace 3 meses

Medellín Antioquia, Colombia RVStaffing A tiempo completo

In this role, you will support customers with account recovery and handle escalated calls, all while overseeing the performance of our dedicated agents. Your responsibilities will also include supporting with call audits to ensure our service remains top-notch. Join us in creating a financially inclusive ecosystem where DeFi products pave the way for fully automated consumer lending from the blockchain.

We have partnered with _Zinclusive_, a cutting-edge decentralized credit protocol that is leading the way in transforming high-interest consumer lending on a global scale. With a noble mission to make affordable credit accessible to all, especially those overlooked by traditional banking systems, _Zinclusive_ leverages the revolutionary potential of cryptocurrency and blockchain technology. Join us in this groundbreaking movement and help shape a more inclusive financial landscape

**What You'll Do**
- Lead and supervise a team of 10-15 customer service representatives
- Ensure high-quality customer service delivery and maintain client satisfaction
- Monitor team performance and provide regular feedback and coaching
- Develop and implement strategies to improve team efficiency and effectiveness
- Collaborate with other departments to resolve complex customer issues
- Maintain up-to-date knowledge of client products, services, and policies
- Conduct regular team meetings and training sessions
- Handle escalated customer complaints and inquiries
- Prepare and analyze performance reports for upper management

**What You'll Bring To The Team**
- Strong spoken and written English B2+
- 3+ years of experience in customer service, preferably in financial services/app
- 1-2 years of team leadership or supervisory experience
- Strong knowledge of customer service principles and practices
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced, high-pressure environment
- Proficiency in Google/ Microsoft Office suite and customer service software (CRM)
- Experience with call center operations and technologies is a plus
- Knowledge of financial lending products and regulations is preferred

**We Offer You**
- Opportunities to work in a fast-paced startup environment supportive of teamwork, ownership, and purpose.
- Flexible working environment (flexible working hours, working from our state-of-the-art office space in El Poblado).
- One-of-a-kind company values and teamwork culture as well as a meaningful mission and challenging work.
- Private health insurance for you plus a family member.
- Enjoy a special discount on lunch at some of our partnered restaurants

Application Question(s):

- "Please rate your level of proficiency in English on a scale from 1 to 10."
- What would be your salary expectation in COP?

**Experience**:

- Leadership: 1 year (required)

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