Customer Support Team Lead

hace 2 días

Bogotá, Bogotá D.E., Colombia Tbwa ChiatDay Inc A tiempo completo

Company Overview

Tbwa Chiat/Day Inc is revolutionizing the shopping experience beyond payments, blending cutting-edge tech with seamless, interest-free installment plans that make shopping smarter and more accessible.

About Sezzle

We are more than just brilliant engineers, passionate data enthusiasts, out-of-the-box thinkers, and determined innovators. Our culture is built on innovation, collaboration, and a passion for delivering exceptional customer experiences.

Job Summary

We're seeking an experienced Customer Support Team Lead to lead a team of customer support specialists in Colombia, providing guidance and support to ensure exceptional service delivery. The ideal candidate will have previous experience in a customer support leadership role in a fast-paced environment.

Responsibilities

  • Lead a team of customer support specialists, providing guidance and support to ensure exceptional service delivery.
  • Assist in building and developing the customer support team by participating in recruitment efforts and conducting interviews for customer service agents.
  • Oversee the resolution of customer inquiries through various channels.
  • Foster a culture of empathy and excellence within the team, encouraging them to go above and beyond to ensure customer success.
  • Collaborate with other teams to gather insights and feedback, driving continuous improvement in Sezzle's products and services.
  • Act as a liaison between the Colombia customer support team and global leadership, communicating team performance and contributing to strategic decision-making.

Requirements

  • Previous experience in a customer support leadership role in a fast-paced environment.
  • Excellent communication and interpersonal skills, with fluency in written and spoken English and Spanish.
  • Proven ability to manage multiple tasks effectively and prioritize team objectives.
  • Strong problem-solving skills and a passion for delivering exceptional customer experiences.
  • Bachelor's degree or equivalent experience in a related field.
  • Familiarity with Zendesk, LiveAgent, or Jira is a plus.

About You

  • You have relentlessly high standards - many people may think your standards are unreasonably high.
  • You are continually raising the bar and driving those around you to deliver great results.
  • You make sure that defects do not get sent down the line and that problems are fixed so they stay fixed.
  • You're not bound by convention - your success—and much of the fun—lies in developing new ways to do things.
  • You need action - speed matters in business.
  • Many decisions and actions are reversible and do not need extensive study.
  • We value calculated risk-taking.
  • You earn trust - you listen attentively, speak candidly, and treat others respectfully.
  • You have backbone; disagree, then commit - you can respectfully challenge decisions when you disagree, even when doing so is uncomfortable or exhausting.
  • You have conviction and are tenacious.
  • You do not compromise for the sake of social cohesion.
  • Once a decision is determined, you commit wholly.
  • You deliver results - you focus on the key inputs and deliver them with the right quality and in a timely fashion.
  • Despite setbacks, you rise to the occasion and never settle.

Estimated Salary Range: $45,000 - $60,000 per year, depending on experience.

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