Customer Support Operations Team Lead

hace 6 días

Medellín, Antioquia, Colombia DCLEGAL BUSINESS A tiempo completo
Job Description

We are seeking an experienced Customer Support Operations Team Lead to join our dynamic team at DCLEGAL BUSINESS. In this role, you will be responsible for managing and improving our global remote support operations.

About the Role

The ideal candidate will have 3-5 years of experience in managing customer support operations in a remote or global environment. Prior experience working for Microsoft or Dell in a call-center or support capacity is highly desirable.

You will be responsible for analyzing, improving, and overseeing our global remote support operations, identifying inefficiencies, reducing chargebacks, ensuring the support team meets performance standards, and conducting proactive customer outreach to maintain high satisfaction levels.

Key Responsibilities
  • Process Analysis and Optimization: Evaluate and improve existing customer support workflows, identify inefficiencies, implement solutions, and streamline processes to reduce chargebacks.
  • Team Supervision and Training: Manage and train a globally distributed support team working across time zones, conduct performance evaluations, coaching, and mentorship.
  • Customer Outreach and Satisfaction: Conduct proactive outreach to ensure customer satisfaction, address customer feedback to resolve issues effectively, and monitor post-purchase experiences to prevent dissatisfaction.
  • Quality Control and Reporting: Ensure high-quality support across email, chat, and phone channels, generate reports on response times, resolution rates, chargebacks, and customer satisfaction.
Requirements

To be successful in this role, you will need:

  • 3-5 years of experience managing customer support operations in a remote or global environment
  • Prior experience working for Microsoft or Dell in a call-center or support capacity is highly desirable
  • Broad technical knowledge of Microsoft software
  • Proficiency in Freshdesk, Shopify Inbox, and RingCentral, or similar tools
  • Microsoft Certification is highly desirable
  • Experience with Zendesk is a plus
  • Bilingual in English and Spanish with excellent communication skills
  • Strong interpersonal skills and a customer-focused attitude
  • Exceptional problem-solving abilities and a proactive mindset
  • Superior attention to detail and organizational skills
What We Offer

We offer a full-time, remote position with a competitive salary range of $80,000 - $110,000 per year, depending on experience. You will also receive opportunities for growth within the company, exposure to eCommerce, customer service, and technical operations in a growing industry.

  • Customer Support Team Lead

    hace 1 semana

    Medellín, Antioquia, Colombia Sd Solutions A tiempo completo

    About the RoleAs a Customer Support Team Lead at Sd Solutions, you will be responsible for overseeing the daily operations of our customer support team. This role involves providing supervision, coaching and training to the assigned team, ensuring they have the necessary skills and knowledge to deliver exceptional customer service.Key...

  • Customer Support Team Lead

    hace 1 mes

    Medellín, Antioquia, Colombia SD Solutions A tiempo completo

    SD Solutions is seeking a seasoned Customer Support Team Lead to join our team in a fintech unicorn environment.The Technical Customer Support Team Lead will supervise an assigned Customer Support Engineer team, respond to complex escalated technical customer issues, and collaborate with leadership on department initiatives.Key Responsibilities:Provide...

  • Global Customer Support Operations Lead

    hace 1 día

    Medellín, Antioquia, Colombia Dclegal Business A tiempo completo

    Job SummaryWe are seeking a highly skilled Global Customer Support Operations Lead to join our team at Dclegal Business. This role involves overseeing the customer support operations, improving processes, and ensuring exceptional customer satisfaction.About UsDclegal Business is a global eCommerce company providing software solutions and delivering...

  • Customer Support Team Lead

    hace 3 semanas

    Medellín, Antioquia, Colombia Sd Solutions A tiempo completo

    Are you a seasoned customer support professional looking to take your career to the next level? We are seeking an experienced Customer Support Team Lead to join our dynamic team at SD Solutions, a leading provider of fintech solutions.About the RoleAs a Customer Support Team Lead, you will be responsible for providing guidance and oversight to our customer...

  • Customer Support Team Lead

    hace 3 semanas

    Medellín, Antioquia, Colombia Sd Solutions A tiempo completo

    Sd Solutions is seeking a skilled Customer Support Team Lead to supervise an assigned team of Customer Support Engineers, address complex escalated technical customer issues, and collaborate with leadership on department initiatives. This role requires excellent written and verbal communication skills, problem-identification, and problem-solving abilities....

  • Fintech Support Team Lead

    hace 4 semanas

    Medellín, Antioquia, Colombia SD Solutions A tiempo completo

    SD Solutions is looking for an experienced Customer Support Team Lead to join its team in a fintech unicorn. The company provides a cloud solution to scale and automate global payables operations, having already raised $565M funding.About the RoleWe are seeking a talented individual with 5+ years of hands-on technical support experience, including 2+ years...

  • Customer Support Team Lead

    hace 3 semanas

    Medellín, Antioquia, Colombia SD Solutions A tiempo completo

    OverviewSD Solutions is a global staffing company seeking a talented Customer Support Team Lead to join our fintech unicorn rocketship.We are looking for an experienced professional who can supervise an assigned Customer Support Engineer team, respond to complex escalated technical customer issues, and collaborate with leadership on department initiatives.

  • Customer Support Team Lead

    hace 4 semanas

    Medellín, Antioquia, Colombia SD Solutions A tiempo completo

    Job DescriptionWe are seeking an experienced Customer Support Team Lead to join our team at SD Solutions.This role will be responsible for supervising a team of Customer Support Engineers, responding to complex escalated technical customer issues, and collaborating with leadership on department initiatives.Key ResponsibilitiesProvide supervision, coaching,...

  • Tipalti Customer Support Team Lead

    hace 1 mes

    Medellín, Antioquia, Colombia SD Solutions A tiempo completo

    SD Solutions is seeking a Customer Support Team Lead to join our team and contribute to the success of our global payables automation platform.The ideal candidate will have a strong background in customer support, with experience in supervising teams, responding to complex escalated issues, and collaborating with leadership on department initiatives.Key...

  • Customer Support Team Lead

    hace 4 semanas

    Medellín, Antioquia, Colombia SD Solutions A tiempo completo

    On behalf of SD Solutions, we are looking for a talented Customer Support Team Lead to supervise an assigned Customer Support Engineer team and collaborate with leadership on department initiatives. The Technical Customer Support Team Lead will be responsible for providing supervision, coaching, and training to the assigned team. They will also collaborate...

  • Customer Support Operations Manager

    hace 1 mes

    Medellín, Antioquia, Colombia SD Solutions A tiempo completo

    About the RoleSD Solutions is seeking a highly skilled Customer Support Team Lead to join our team. As a key member of our Customer Support team, you will be responsible for providing supervision, coaching, and training to support staff.ResponsibilitiesSupervise and coach support team members to ensure they have the necessary skills and knowledge to provide...

  • Customer Support Operations Manager

    hace 2 semanas

    Medellín, Antioquia, Colombia Tipalti A tiempo completo

    The Technical Customer Support Team Lead plays a pivotal role in supervising an assigned Customer Support Engineer team, addressing complex escalated technical customer issues, and collaborating with leadership on department initiatives.About Tipalti:Tipalti is a leading fintech company that has raised $270 million in Series F funding, valuing the...

  • Customer Support Team Lead

    hace 1 semana

    Medellín, Antioquia, Colombia Tipalti A tiempo completo

    The Technical Customer Support Team Lead role at Tipalti involves supervising a team of engineers, resolving complex customer issues, and collaborating with leadership on department initiatives. Estimated salary for this position is $120,000-$150,000 per year, considering the fintech industry standards and the location.Company Overview:Tipalti is one of the...

  • Senior Customer Support Operations Manager

    hace 3 semanas

    Medellín, Antioquia, Colombia SD Solutions A tiempo completo

    About SD SolutionsWe're a global payables automation platform providing a cloud solution to scale and automate global payables operations.Salary: $120,000 - $180,000 per yearJob Description:The Senior Customer Support Operations Manager will oversee the development and maintenance of department documentation and training materials. They will collaborate with...

  • Global Technical Support Operations Lead

    hace 3 días

    Medellín, Antioquia, Colombia Dclegal Business A tiempo completo

    Technical Support Operations Manager RoleWe are a global eCommerce company committed to delivering exceptional customer service. As we optimize our operations, we seek an experienced Technical Support Operations Manager to enhance processes, oversee a distributed support team, and drive improvements in customer satisfaction.The role involves analyzing,...

  • Technical Support Team Lead in Fintech

    hace 4 semanas

    Medellín, Antioquia, Colombia Sd Solutions A tiempo completo

    About Sd SolutionsWe are a cutting-edge fintech company looking for a skilled Technical Support Team Lead to join our team.Salary: The estimated salary range for this position is $80,000 - $120,000 per year, depending on experience and qualifications.Job Description:The Technical Support Team Lead supervises an assigned team of Customer Support Engineers,...

  • Operations Team Lead

    hace 1 semana

    Medellín, Antioquia, Colombia Solvo Global Sas A tiempo completo

    Company OverviewSolvo Global Sas, a leading global BPO, is seeking a dynamic and results-driven Operations Team Lead to optimize our team's performance in a fast-paced, client-centric environment.Job DescriptionWe are looking for an experienced leader who can drive operational excellence, enhance customer satisfaction, and ensure that service level...

  • Operations Team Lead

    hace 3 semanas

    Medellín, Antioquia, Colombia TaskUs A tiempo completo

    Job Title: Business Operations ManagerWe are seeking an experienced Business Operations Manager to join our team in San Antonio, TX or New Braunfels,TX, or Harlingen, TX, or work from home location, Cirrus. The ideal candidate will have a strong background in managing day-to-day business operations and a proven track record of driving performance management...

  • Team Lead

    hace 2 meses

    Medellín, Antioquia, Colombia TaskUs A tiempo completo

    About TaskUsTaskUs is a leading provider of outsourced digital services and next-generation customer experience to innovative technology companies. Our cloud-based infrastructure enables us to serve clients in the fastest-growing sectors, including social media, e-commerce, gaming, and more.Role OverviewWe are seeking a highly skilled Team Lead to join our...

  • Game-Changing Team Lead

    hace 1 mes

    Medellín, Antioquia, Colombia Minacs A tiempo completo

    Are you ready to take the lead in our Gaming Team?Job Overview:Our team is seeking a highly skilled and results-driven Team Lead to oversee the gaming department. As a Team Lead, you will serve as a point of contact between our clients and our organization to communicate information related to our products and procedures, ensuring seamless assistance and...