IDT

Low-cost international calling and money transfers

Customer Service Lead

Customer SupportConfirmed live in the last 24 hours

Full-timeGuatemala City, GuatemalaIn-person

About the Job

Requirements

Previous leadership or supervisory experience, preferably in a contact center or customer service environment.
Strong communication, coaching, and problem-solving skills.
Ability to analyze performance and identify opportunities for improvement.
Strong organizational skills and attention to detail.
Ability to handle escalations and make sound decisions in a fast-paced environment.
Proactive, accountable, and team-oriented approach.
Comfortable working with performance metrics, quality standards, and operational goals.
Ability to work effectively with both local and international teams.
Strong customer service mindset and professional judgment.
Ability to learn and work effectively with multiple systems and business tools.

Responsibilities

Provide day-to-day leadership and support to the customer operations team.
Coach employees, resolve operational questions, monitor performance and quality, and ensure the team remains aligned with business goals and company standards.

Desired Qualifications

Previous leadership or supervisory experience in a contact center or customer service environment.

We are looking for a Team Lead to provide day-to-day leadership and support to our customer operations team. The Team Lead will help employees succeed by providing coaching, resolving operational questions, monitoring performance and quality, and ensuring the team remains aligned with business goals and company standards.

This is a hands-on leadership position for someone who is proactive, solution-oriented, and comfortable working in a fast-paced customer service environment.

Requirements:

Previous leadership or supervisory experience, preferably in a contact center or customer service environment.

Strong communication, coaching, and problem-solving skills.

Ability to analyze performance and identify opportunities for improvement.

Strong organizational skills and attention to detail.

Ability to handle escalations and make sound decisions in a fast-paced environment.

Proactive, accountable, and team-oriented approach.

Comfortable working with performance metrics, quality standards, and operational goals.

Ability to work effectively with both local and international teams.

Strong customer service mindset and professional judgment.

Ability to learn and work effectively with multiple systems and business tools.

We Offer:

Schedule: 9:00 AM – 6:00 PM | Two days off per week (Saturdays off, plus one additional weekday off).
Competitive salary
Bonuses
A great and positive workplace
Parking Subsidy
Life and Medical Insurance
Benefits and Discounts
Growth opportunities
Benefits by law (Bono 14, Aguinaldo, IGSS, IRTRA, Vacations)

About the Company

IDT

Low-cost international calling and money transfers

IDT provides low-cost international communication and payment services, including affordable international calling and cross-border money transfers. Its BOSS Revolution service enables PIN-free international calling and, since 2013, money transfers for consumers. The company earns fees from these services and also offers gift-card incentives under the Awards2Go brand. IDT focuses on reliability through capacity stress testing and aims to help individuals and businesses access inexpensive, easy-to-use global telecom and financial services.

Company size: 1,001-5,000
Company stage: IPO
Headquarters: Newark, NJ
Founded: 1990

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