Customer Support Team Lead

hace 2 meses

Bogotá Cundinamarca, Colombia Preply A tiempo completo

**At Preply, we are unlocking human potential through learning.**:
We believe learning with a great tutor is life-changing. That's why we match online tutors from across the globe with learners and empower them to create live language classes with AI-powered tools and learning materials. This is how we deliver progress, create engagement and keep our global community of learners motivated. So far, over 32,000 tutors have given more than 15 million lessons to learners from over 175 countries.

As the company looks to increase momentum and scale geographically, we are looking for a **Customer Support Team Leader Latam** to join our Customer Support Squad.

**What you'll be doing**:

- Encourage, provide and support your team in achieving their goals.
- Create a safe working environment supporting diversity of backgrounds and opinions.
- Analyze, plan and troubleshoot work activities.
- Nurture (multicultural) talent and lead by understanding your people.
- Together with your team you find solutions for our tutor and students, formulate new ideas and embrace change.
- Ensure continuous reporting of performance, adherence and attendance.
- Improve our key Customer Support metrics from good to stellar (Contacts per Hour, First Response Time, Customer Happiness, Service Quality, First Contact Resolution).
- Manage some projects in the Customer Support team.

**What we're looking for**:

- Ability to support, develop and grow team members on an individual level.
- Ability to make independent decisions and set priorities.
- Be a change ambassador handling operational challenges of a fast scaling company.
- Networking and ability to influence others.
- Excellent teamwork skills.
- At least 2 years of experience leading a team of Customer Support agents.
- Capacity to make data driven decisions, excel is a plus.

**Why you'll love it at Preply**:

- An open, collaborative, dynamic and diverse culture;
- A competitive financial package with equity, leave allowance and health insurance;
- Access to free mental health support platforms;
- The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting).

**Our Principles**:

- **Care to change the world** - We are passionate about our work and care deeply about its impact to be life changing.
- **We do it for learners** - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.
- **Keep perfecting**:

- To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.
- **Now is the time** - In a fast-paced world, it matters how quickly we act. Now is the time to make great things happen.
- **Disciplined execution** - What makes us disciplined is the excellence in our execution. We set clear goals, focus on what matters, and utilize our resources efficiently.
- **Dive deep** - We leverage business acumen and curiosity to investigate disparities between numbers and stories, unlocking meaningful insights to guide our decisions.
- **Growth mindset** - We proactively seek growth opportunities and believe today's best performance becomes tomorrow's starting point. We humbly embrace feedback and learn from setbacks.
- **Raise the bar** - We raise our performance standards continuously, alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.
- **Challenge, disagree and commit** - We value open and candid communication, even when we don't fully agree. We speak our minds, challenge when necessary, and fully commit to decisions once made.
- **One Preply**:

- We prioritize collaboration, inclusion, and the success of our team over personal ambitions. Together, we support and celebrate each other's progress.

**Diversity, Equity, and Inclusion**:
Preply is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed-Tech company.

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