Customer Support Team Leader

hace 5 días

Bogotá, Colombia StratifyIQ A tiempo completo

As a **Customer Support Team Leader**, you will oversee the day-to-day operations of a US-focused customer support team. Your primary responsibility is to lead, coach, and develop the team while ensuring a consistently excellent customer experience. You will also play a key role in improving support processes, documentation, and automation, working closely with cross-functional teams to drive operational excellence.

This role is ideal for a hands-on leader who enjoys balancing people management with operational improvement in a fast-paced, global environment.

**Key Responsibilities**:
**Team Leadership & Development**:

- Lead and manage a team of customer support professionals, including regular one-on-ones and performance reviews.
- Provide ongoing coaching and feedback to support skill development and improve customer outcomes.
- Foster a positive, collaborative team culture focused on accountability and growth.
- Partner closely with your manager to share insights on team performance, engagement, and development needs.
- Coordinate team schedules and leave to ensure appropriate coverage.
- Facilitate regular team meetings and stand-ups to support alignment and problem-solving.

**Support Operations & Process Improvement**:

- Handle complex customer inquiries and manage escalations effectively.
- Drive continuous improvement of help documentation and support automation.
- Contribute to internal customer experience guidelines and ensure best practices are followed.
- Support the design and delivery of onboarding and training programs.
- Oversee customer communication channels and support tools (e.g., chat, voice, ticketing systems).

**Cross-Functional Collaboration**:

- Support team members in working with other departments to resolve complex issues.
- Act as the voice of the customer in cross-functional discussions.
- Partner with Product, Engineering, and Marketing teams to support product launches, enhancements, and ongoing improvements.

**Required Skills & Experience**:

- Proven experience leading and developing customer support teams.
- Strong coaching, mentoring, and people management skills with a high level of empathy and accountability.
- Excellent English communication skills (written and verbal).
- Experience conducting effective one-on-ones, performance reviews, and coaching sessions.
- Hands-on experience with omni-channel customer support environments.
- Proficiency with customer support tools (e.g., CRM, telephony, live chat platforms) and ability to train others.
- Strong understanding of support workflows, escalation management, and process optimization.
- Experience collaborating with cross-functional stakeholders on shared initiatives.
- Familiarity with quality assurance programs and performance metrics.
- Strategic mindset combined with a practical, hands-on approach.

**Performance Indicators**:

- Team engagement, retention, and development outcomes.
- Improvement in customer satisfaction and response/resolution times.
- Successful delivery of support initiatives and process improvements.
- Effective execution of performance reviews and coaching plans.
- Increased efficiency and accuracy through tooling and workflow optimization.
- Positive contribution to cross-functional collaboration and customer-centric initiatives.

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