Customer Support Team Leader

hace 10 horas

Bogotá, Bogotá D.E., 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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